Chat Technology Lead
We are looking for an impressive Contact Centre Chat / Message Technology Lead with a good understanding of Contact Centre operations for one of the largest organisations in their sector with a truly global footprint.
The Successful candidate will need to be able to design and deliver system / process enhancements to enable easy and efficient customer service solutions focussing on chat and message delivery. This is a brand-new role in a global organisation and structure.
**** Role will be 3 days working from the office based in Dorking, Surrey and 2 days working from home
**** Salary: 70k + bonus + bens
Specific responsibilities:
Seek opportunities to automate and streamline customer contact experiences focusing on chat / bot / messaging technology and delivery into the customer experience estate
Develop an effective business partnering approach to inspire change with technology colleagues
Work with Business Analysts to detail the vital solutions to combat process inefficiencies
Support the preparation of statements of work, effort estimates and design documents
Support and justify large-scale change through cost-benefit analysis
Propose and sponsor the piloting and embedding of new workflow focusing on the voice aspect of the large, global contact centre operation
Maintain knowledge of current and new technologies/product/trends related to contact centre chat, bots and messaging delivery and corresponding architecture solutions
Maintain good documentation on solutions developed and produce any user manuals as required. Help to build and maintain a library of education collateral
Experience Required:
Demonstrable experience running requirement-gathering sessions across regional and functional teams.
Ability to translate end-user requirements into user stories, fit for technical development.
Ability to own the idea, technical development, and launch of innovative products.
Awareness of tools and services available within the contact centre / service industries to better delivery customer experiences.
Willingness to both propose strategic plans, and, dive into the technical details.
Demonstrated emotional intelligence to navigate expertly and collaboratively through resistance to change.
This truly is a role unlike any other, within an organisation unlike any other!
Seniority LevelMid-Senior level
Industry
Telecommunications
Consumer Goods
Information Technology and Services
Employment TypeFull-time
Job Functions
Project Management
Information
The Successful candidate will need to be able to design and deliver system / process enhancements to enable easy and efficient customer service solutions focussing on chat and message delivery. This is a brand-new role in a global organisation and structure.
**** Role will be 3 days working from the office based in Dorking, Surrey and 2 days working from home
**** Salary: 70k + bonus + bens
Specific responsibilities:
Seek opportunities to automate and streamline customer contact experiences focusing on chat / bot / messaging technology and delivery into the customer experience estate
Develop an effective business partnering approach to inspire change with technology colleagues
Work with Business Analysts to detail the vital solutions to combat process inefficiencies
Support the preparation of statements of work, effort estimates and design documents
Support and justify large-scale change through cost-benefit analysis
Propose and sponsor the piloting and embedding of new workflow focusing on the voice aspect of the large, global contact centre operation
Maintain knowledge of current and new technologies/product/trends related to contact centre chat, bots and messaging delivery and corresponding architecture solutions
Maintain good documentation on solutions developed and produce any user manuals as required. Help to build and maintain a library of education collateral
Experience Required:
Demonstrable experience running requirement-gathering sessions across regional and functional teams.
Ability to translate end-user requirements into user stories, fit for technical development.
Ability to own the idea, technical development, and launch of innovative products.
Awareness of tools and services available within the contact centre / service industries to better delivery customer experiences.
Willingness to both propose strategic plans, and, dive into the technical details.
Demonstrated emotional intelligence to navigate expertly and collaboratively through resistance to change.
This truly is a role unlike any other, within an organisation unlike any other!
Seniority LevelMid-Senior level
Industry
Telecommunications
Consumer Goods
Information Technology and Services
Employment TypeFull-time
Job Functions
Project Management
Information