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Our client is a Fortune 500 global commerce leader who is trading 20 years and in Ireland for 15 years. Fortune Lists our client in the top 50 “World’s Most Admired Companies”.
Our client is looking for a senior ICT professional to manage six global contact centre outsource providers. This role would suit someone with a telecommunications engineering background who has gained vendor management, project management and stakeholder relationship skills. Although this role is global, there would be less than 10% travel. This role will be career-defining for the right candidate.
A proven background in technical BSA (preferably with customer support organisations) and project management is important. Knowledge of integrated, global contact centre technologies including IVR, CRM, MPLS, WFM, recording platforms, CTI integration and skills-based routing in a VoIP environment is needed due to the nature of this role.
o Run the outsourced partner onboarding technical activities both from project management and a technical advisor perspective
o Work alongside Global Partner Management Team to effectively prioritise and ensure successful completion of partner milestones
o Effectively communicate and educate their partners on their clients end to end technical architecture
o Work directly with their partners to research, troubleshoot, and resolve operational issues in a timely manner
o Effectively prioritise and escalate partner requests, resolving cases quickly and effectively in line with our clients’ service level agreements
o Clearly and succinctly document communications to partners
o Collaborate with Training, Support, Product Management, Product Development, internal and 3rd party vendors and other internal teams to facilitate change and the outsourced partner success
o Partner with their Internal Telecoms team (ITSS) ensure all designs and implementations meet our clients requirements
o Supervise the planning (including business continuity planning), implementation, and documentation process for our clients suppliers
o Ensure ITSS is maintaining deployment schedules and production monitoring
o Escalation contact point for production issues with ITSS for circuits
o Conduct quarter operational reviews with ITSS & our client’s direct customers
o Communicate with internal technology and business owners to collect drivers and deadlines for delivering changes to the technology environment
o Ensure new processes are transitioned to appropriate owners for ongoing support and processes are adopted into existing where appropriate. Work with key stakeholders globally to rollout projects
o Work with in-house reporting and analytics teams to develop/improve metrics, interpret results, and present recommendations to management