The Contact Center Technology Director is responsible for the strategic planning, organization, development, and technology delivery of the Contact Center technology platform. Lincoln is building the next generation of voice bot and conversational management systems. We are looking for an innovative and passionate individual who has prior experience with chatbot, voicebot implementations, willing to take on the challenge and lead implementing innovative solutions to improve the contact center user experience. A commitment to excellence is demonstrated through continuous development and improvement of the tools we provide to our Call Center Business Leaders and their respective Teams. This position is the liaison between the enterprise Contact Center technology platform and the Call Center Business Leaders and their teams of Call Center Agents across the country. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
- 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 voicebot/chatbot technologies to improve self-service across multiple Operational areas.
- 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 ability to work effectively with Call Center Business Leaders (strategic and tactical).
- Experience with leveraging Natural language Processing to build voicebot 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
- Agile Mindset; awareness/understanding of Agile methodologies