Solutions Manager - Contact Center Technologies

US-IL-Downers Grove
Job ID
2017-92916
Institution
Adtalem Global Education
Department
Information Technology
Employment Type
Regular Full-Time
FLSA Status
Exempt

Opportunity at a Glance

As the Solution Manager - Contact Center Technologies you responsible for successfully managing, advancing and delivering technology solutions and services to meet the business objectives of our organization's institutions.   You accomplish this through leading project teams and collaborating with business partners and IT teams to understand strategic initiatives and develop technical solutions to meet those needs.  You are the technology "point person" on the project team and personally contributes to the technical deliverables throughout the project.

Responsibilities

As the Solution Manager (Contact Center Technologies), you will:

  • Develop overall strategy and roadmap for the student experience in the omnichannel contact center environment
  • Implement and build support plans for Contact Center technology solutions, platforms and services.
  • Establish contact center user groups that support different levels of stakeholders and their needs.
  • Understand business objectives and research and provide guidance, options and proof of concepts (if appropriate) to solve technology needs.
  • Serve as subject matter expert (SME) for assigned solutions.
  • Act as IT delivery leader and ensure that all technology deliverables required by business partners reach successful completion on the required schedule. Drive simplification and innovation as you manage a wholescale migration to cloud contact center. (SAAS)
  • Collaborate with partners to develop business requirements leading to successful project outcomes. Act as business analyst for change initiatives.
  • Provide the day-to-day service leadership, constantly focusing on how to keep cross-functional teams productive and moving forward along the schedule needed to deliver technology solutions and services.
  • Work with institutional and business leaders to maintain the prioritization of features in technology roadmap(s) for assigned solutions.
  • Act as an IT owner of assigned solutions and services.
  • Provide IT support and information for R&D pilot efforts and drive operational implementation of solutions resulting from successful pilots.
  • Inform and drive innovative approaches for assigned solutions.
  • Manage and execute communication activities with business partners regarding assigned solutions including but not limited to roadmaps, new features, and platform incidents as appropriate including user impacts and resolution plans.
  • Drive adoption of assigned solutions across modalities, institutions, programs and courses as applicable.
  • Maintain knowledge of current and emerging technologies/products related to assigned solutions.
  • Develop strategies and roadmaps for assigned solutions based on a situational awareness of various business scenarios and motivations.
  • Determine and track appropriate metrics to facilitate ongoing governance and continuous improvement of assigned solutions.
  • Perform competitive benchmarking in areas of assigned academic technologies.
  • Establish metrics to track efficient and effective use of contact center technology and map the technology metrics to business outcomes.

Qualifications

Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

  • Bachelor’s degree in information technology, computer science, engineering or related field, or equivalent combination of education and recent, relevant work experience.
  • 5+ years’ experience in a software development environment demonstrating highly competent abilities in standard software development life cycle management and project management techniques and methodologies.
  • Experience with system management processes, business requirements, solution design and configuration, and user acceptance testing.
  • Ability to use industry software design tools and software development tools to produce project artifacts in support of solution delivery.
  • Previous experience leading teams to deliver successful results.
  • Ability to prioritize work and analyze interdependencies.
  • Exceptional verbal and written communication skills; ability to communicate effectively at all levels of the organization.
  • Strong collaboration and interpersonal skills.
  • Strong active listening skills and the ability to translate needs, concerns and solutions across functional and stakeholder groups.
  • Demonstrated creativity balanced with practicality to meet business objectives and team needs.
  • Experience with the following products is advantageous but not essential: UCCE, CVP, Finesse, CUIC, Exchange, Active Directory, Verint, Noble ONQ, Calabrio, Nice IEX, ISI Infortel , AMC Contact Canvas, Salesforce, and InContact


We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

Who We Are

The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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