Contact Center Director jobs in Oregon
Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Recently Added Contact Center Director jobs
- Sky Consulting Inc
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Tualatin, OR
FULL_TIME
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Job Details
This is a W2 contract, Hourly rate with Medical Dental Vision benefit. No Sponsorship is available now or in the future. (No C2C or 3rd party sales recruiter enquiries)
Title: Senior Solutions Architect
Location: Tualatin, OR
Duration: 6 month contract.HYBRID- Work Hours: 40 hours. Local for now This position has the opportunity for an extension or FTE.Overview:
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.
As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients. The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards. This role will perform technical planning, architecture development and modification of specifications.
Client recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems. We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.
This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack. This work will result in a technology roadmap for the future.
Roles & Responsibilities
Key Responsibilities:
Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.Minimum QualificationsRequired Skills
Is utilities experience required? (Y/N) NQualifications:
Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
Experience with contact center platforms such as Cisco, or similar.
Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
Excellent communication, presentation, and stakeholder management skills.
Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.Education Requirements (Experience in Lieu of Degree): Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree is a plus.
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
How many years of experience are you looking for?: 5 - 9 Days Ago
- NBLY - Mr. Rooter Plumbing Of Portland & Vancouver
-
Gladstone, OR
FULL_TIME
- At Mr. Rooter Plumbing you can lead a high-performing, customer-facing team that is the heartbeat of our businessAre you ready to build on your call center and customer service career experiences and ...
- 1 Month Ago
- K2 Partnering Solutions, Inc.
-
Tualatin, OR
FULL_TIME
- Job DetailsJob Title: Contact Center Solution ArchitectLocation: This is a hybrid position which will require working on-site at Portland, ORDuration: 6 Months Overview:The Contact Center Solution Arc...
- 13 Days Ago
- Mavensoft Technologies, LLC.
-
Tualatin, OR
FULL_TIME
- Role: Contact Center Solution Architect Duration: 7 Months Location: Tualatin, OR (Hybrid) Key Skills: Solution Design, Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud, IVR systems, ACD system...
- 13 Days Ago
- K2 Partnering Solutions, Inc.
-
Tualatin, OR
FULL_TIME
- Job DetailsJob Title: Contact Center Solution ArchitectLocation: This is a hybrid position which will require working on-site at Portland, ORDuration: 6 Months Overview:The Contact Center Solution Arc...
- 13 Days Ago
- Mavensoft Technologies, LLC.
-
Tualatin, OR
FULL_TIME
- Role: Contact Center Solution Architect Duration: 7 Months Location: Tualatin, OR (Hybrid) Key Skills: Solution Design, Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud, IVR systems, ACD system...
- 13 Days Ago
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-
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- Long Home Products
-
Lake Mary, FL
- Long Home Products has an opening for an experienced Contact Center Director to join our Corporate team in Lake Mary FL!...
- 5/9/2024 12:00:00 AM
- Arnold & Porter Kaye Scholer LLP
-
Boston, MA
- Arnold & Porter has a Legal Resource Assistant opening in the Boston office. The Legal Resource Assistant assists attorn...
- 5/9/2024 12:00:00 AM
- Arnold & Porter
-
Boston, MA
- Arnold & Porter has a Legal Resource Assistant opening in the Boston office. The Legal Resource Assistant assists attorn...
- 5/8/2024 12:00:00 AM
- Arnold & Porter
-
Washington, DC
- Arnold & Porter has two (2) Legal Resource Assistant openings in the Washington, DC office. The Legal Resource Assistant...
- 5/7/2024 12:00:00 AM