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Solutions Manager - Contact Center Technologies

Devry University


Location:
Downers Grove, IL
Date:
10/18/2017
2017-10-182017-11-16
Job Code:
2017-92916
Devry University
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Job Details

Careers Center - Solutions Manager - Contact Center Technologies

Solutions Manager - Contact Center Technologies

US-IL-Downers Grove
Job ID
2017-92916
Institution
Adtalem Global Education
Department
Information Technology
Employment Type
Regular Full-Time
FLSA Status
Exempt

Opportunity at a Glance

As the Solution Manager - Contact Center Technologies you responsible for successfully managing, advancing and delivering technology solutions and services to meet the business objectives of our organization's institutions.   You accomplish this through leading project teams and collaborating with business partners and IT teams to understand strategic initiatives and develop technical solutions to meet those needs.  You are the technology "point person" on the project team and personally contributes to the technical deliverables throughout the project.

Responsibilities

As the Solution Manager (Contact Center Technologies), you will:

  • Develop overall strategy and roadmap for the student experience in the omnichannel contact center environment
  • Implement and build support plans for Contact Center technology solutions, platforms and services.
  • Establish contact center user groups that support different levels of stakeholders and their needs.
  • Understand business objectives and research and provide guidance, options and proof of concepts (if appropriate) to solve technology needs.
  • Serve as subject matter expert (SME) for assigned solutions.
  • Act as IT delivery leader and ensure that all technology deliverables required by business partners reach successful completion on the required schedule. Drive simplification and innovation as you manage a wholescale migration to cloud contact center. (SAAS)
  • Collaborate with partners to develop business requirements leading to successful project outcomes. Act as business analyst for change initiatives.
  • Provide the day-to-day service leadership, constantly focusing on how to keep cross-functional teams productive and moving forward along the schedule needed to deliver technology solutions and services.
  • Work with institutional and business leaders to maintain the prioritization of features in technology roadmap(s) for assigned solutions.
  • Act as an IT owner of assigned solutions and services.
  • Provide IT support and information for R&D pilot efforts and drive operational implementation of solutions resulting from successful pilots.
  • Inform and drive innovative approaches for assigned solutions.
  • Manage and execute communication activities with business partners regarding assigned solutions including but not limited to roadmaps, new features, and platform incidents as appropriate including user impacts and resolution plans.
  • Drive adoption of assigned solutions across modalities, institutions, programs and courses as applicable.
  • Maintain knowledge of current and emerging technologies/products related to assigned solutions.
  • Develop strategies and roadmaps for assigned solutions based on a situational awareness of various business scenarios and motivations.
  • Determine and track appropriate metrics to facilitate ongoing governance and continuous improvement of assigned solutions.
  • Perform competitive benchmarking in areas of assigned academic technologies.
  • Establish metrics to track efficient and effective use of contact center technology and map the technology metrics to business outcomes.

Qualifications

Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

  • Bachelor’s degree in information technology, computer science, engineering or related field, or equivalent combination of education and recent, relevant work experience.
  • 5+ years’ experience in a software development environment demonstrating highly competent abilities in standard software development life cycle management and project management techniques and methodologies.
  • Experience with system management processes, business requirements, solution design and configuration, and user acceptance testing.
  • Ability to use industry software design tools and software development tools to produce project artifacts in support of solution delivery.
  • Previous experience leading teams to deliver successful results.
  • Ability to prioritize work and analyze interdependencies.
  • Exceptional verbal and written communication skills; ability to communicate effectively at all levels of the organization.
  • Strong collaboration and interpersonal skills.
  • Strong active listening skills and the ability to translate needs, concerns and solutions across functional and stakeholder groups.
  • Demonstrated creativity balanced with practicality to meet business objectives and team needs.
  • Experience with the following products is advantageous but not essential: UCCE, CVP, Finesse, CUIC, Exchange, Active Directory, Verint, Noble ONQ, Calabrio, Nice IEX, ISI Infortel , AMC Contact Canvas, Salesforce, and InContact


We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for ing for this outstanding opportunity today.

Who We Are

Since our founding in 1931, DeVry University has focused on delivering a different kind of education – one based on experiential learning with real-world applications. When you join our team, you’re choosing an institution that serves students who are different, too: a diverse group of go-getters from all walks of life.

 

We know our colleagues are integral to the success of the institution. At DeVry, we’re guided by our culture of care, and we embrace values that teach us to care for students, self and colleagues. It’s one way we position our colleagues for success.

 

We are looking for engaged, caring colleagues to join our organization in serving our students. We take extra pride in our dedicated support teams, as well as our outstanding faculty members who have often worked for years in the fields that they teach. We believe all our colleagues deserve opportunities to reach their goals. Whether it’s career advancement, maintaining a healthy lifestyle or saving for retirement, our comprehensive benefits and professional development offerings can help you meet your goals.

 

If you want to be a part of an institution focused on providing high-quality education, care and attention, we invite you to for a position today.

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