Director, IT Development Admin

IBA InfoTech Inc.

Greensboro, United States of America

1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Senior

Greensboro, United States of America

Artificial Intelligence

Customer Interaction Management (Software)

Machine Learning

Natural Language Processing

E2e Testing

Speech Recognition

Chatbots

Information Technology

Speech Synthesis

Acting as Technology Leadership and IT liaison for the Contact Center technology platform.
Overseeing end-to-end integration of software components to support the effective and efficient delivery of Call Center services across the country.
Lead development and implementation of voicebox/chatbot technologies to improve self-service across multiple Operational areas.
I will work closely with the program manager to understand the business requirements and build relationships with external stakeholders.
Responsible for translating technical discussions and outcomes for business stakeholders and the executive team.
Oversee and maintain documentation and workflows for IVR routing, telephony routing, and agent skilling, providing efficiency changes as identified
Develop a thorough understanding of the business needs and priorities by developing strong relationships with Call Center Business Leaders.

4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required, * 5 years' experience in a leadership role in IT and/or Contact Center Operations.
Strong mentoring and relationship building skills with the ability to work effectively with Call Center Business Leaders (strategic and tactical).
Experience with leveraging Natural language Processing to build voicebox and chatbot solutions.
Experience with Text to Speech, Speech to Text and Natural language processing implementation
Working knowledge of AI/ML technologies
Proven interpersonal, written and oral communications skills
Demonstrated ability to build and maintain working relationships with executive leadership