Lead end-to-end contact center and service technology transformations, from current-state assessment and architecture through solution design, migration, integration, deployment, and benefits realization, with emphasis on utilities, telecommunications, and field operations.
The base compensation range for this role in the posted location is: $180,000 to $270,000
- Lead end-to-end contact center and service technology transformations
- Design future-state service ecosystems spanning CCaaS, telephony and SIP, IVR, CRM, agent desktop, knowledge, workforce and quality management, analytics, integrations, and supporting data architecture
- Connect contact center modernization with field service operations, including technician and dispatcher workflows, appointment and work-order management, outage or incident communications, customer notifications, routing and escalation, mobile workforce enablement, and closed-loop service recovery
- Shape AI-enabled service capabilities such as conversational and voice AI, digital self-service, intelligent routing, agent assist, knowledge retrieval, next-best action, summarization, quality monitoring, and human handoff
- Serve as the technical authority during pursuits, translating business and operational requirements into credible architectures, implementation approaches, estimates, commercials, and investment cases
- Bachelor’s degree or equivalent work experience
- Nice to have: Utilities industry experience
- Nice to have: Telecommunications industry experience
- Paid time off based on employee grade (A-F)
- Company paid holidays
- Personal Days
- Sick Leave
- Medical coverage
Case Resolution SpecialistAston Carter · Warrenville, US