Head of Contact Centre Tools & Technology
Job Ref: DJKG1164a
Job Title: Head of Contact Centre Tools & Technology
Location: South East
Salary: £100k circa (plus benefits)
This is a fantastic opportunity for an experienced Programme Manager, Head of Tools and Technology to take on a Senior Director lead role, fully responsible for an expanding estate, managing and developing the global customer contact infrastructure, tools and technology roadmap for this leading, fast paced business. The role will be based in the South East (North London/South Midlands corridor) with international travel as required with the position.
As the business lead and partner to the business, you will work with your colleagues and senior directors to develop the over-arching strategy and future roadmap for best in class, customer contact tools, telephony and technology across a multi-channel global estate.
You will also be responsible for leading a major investment programme and RFI/RFP process for a new ACD/IVR package to be deployed across the global business. Managing the project to deployment throughout the business and measuring its success.
This role will require a knowledge of Unified Communications, Outbound/Inbound technologies, WFM solution, CTI, ACD, Agent Skill Queue Management, Dynamic IVR, SMS, Online Chat and Social Media Integration.
You will manage and develop multiple global relationships with third party technology vendors and suppliers, as well as managing a team of team of engineers to deal with hands-on management of changes, issues and faults to resolution.
You will have to have experience in working within a large contact centre environment, where you have led programmes and managed changes across a range of contact centre tools technology and telephony systems. The desire and ability to take on a senior leadership position within an innovative and growing business to deliver a best in class, future proof infrastructure.
Experience and or education within computer science, networking (CCNA) or database technologies would also be advantageous.
To apply for this position please forward a copy of your CV. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact. Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
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