AVP - Contact Center Engineering & Strategy

PRA Group, Inc.•Norfolk, VA

56d•Hybrid

About The Position

Leads a team of engineers and analysts in the advancement of enterprise class contact center solutions, with a major focus on the Genesys Cloud platform implementation. Provides technical direction for automation, dialing strategies, call recording / grading, user interface and data collection. Manages all third-party vendors that are part of the CCaaS ecosystem to include the review of professional services engagement, statements of work, contracts, and the financial management of all aspects of the platform. Serves as the cross-functional liaison to corporate technical projects. Sets strategic direction and advises senior leadership on cost, ROI, risk, and impacts of the CCaaS roadmap. This is a hybrid role (in office 3 days/week) and is based at our global headquarters office located in Norfolk, VA (near Virginia Beach, VA).

Requirements

Bachelor's in Computer Science, Business Management, Information Technology, or related field or equivalent; Master's degree preferred.
Minimum 12 years of experience with the implementation and support of enterprise contact center technologies (preferably in a Genesys Cloud environment).
Minimum 5 years of experience leading engineering teams in support of enterprise level CCaaS solutions.
Minimum 5 years' experience leading large-scale enterprise technology deployments.
Strong knowledge of UCaaS and CCaaS platforms (e.g., Amazon Connect, Cisco, Genesys, Five9, Nice) as well as communication tools for voice, video, chat, and collaboration.
Extensive exposure to cloud-based platforms and support paradigms.
Proficient with database platforms such as Microsoft SQL Servier, Microsoft Azure SQL, Oracle Exadata, Oracle OCI and the associated tools and development environments that support those infrastructures.
Deep knowledge and experience in migrating from legacy call center platforms to cloud-hosted modern platforms.
- Demonstrated experience in integrating multiple communication channels (voice, chat, email, video) to create a seamless customer and employee experience
Proven track record of managing multiple congruent technology projects to successful completion.

Responsibilities

Develop and execute the CCaaS technology strategy, leveraging technical and operational expertise, aligned with customer experience, digital transformation, and financial services operational goals with an emphasis on implementing and optimizing Genesys Cloud.
Leads engineering teams in the development and support of all aspects of contact center technologies, including dialing (inbound/outbound), automation, and enhancements to the employee experience.
Oversee the programming, integration, and testing of software solutions, working closely with agile and cross functional teams to ensure successful Genesys deployment and adoption.
Champion for strategic projects designed to drive efficiency, automation / technology enhancements and scalability. Researches, recommends, and executes projects to implement new technologies to drive business requirements.
Oversees the ongoing support and enhancement of the CCaaS platform.
Works collaboratively with software engineering, infrastructure, and business support teams to ensure seamless execution of contact center workflows and processes.
Manages call recording capabilities, ensuring the implemented solutions meet compliance, performance, financial, and useability requirements.
Responsible for fostering relationships with third party vendors that provide the Genesys CCaaS platform and supporting technologies - including call recording, agent interface, outpulse capabilities, and workforce management.
Experience in supporting the functions of inbound and outbound call routing, digital telephone technologies, performance monitoring software, and data integration processes.
Ability to improve operational efficiency and service delivery effectiveness across contact center systems.
Critical advisor to senior leaders regarding scoping, cost, and savings associated with new technology and development.
Partners in the development of automated compliance controls
Partners with Compliance, Acquisitions, and General Council leadership to provide documentation, data, and seller audits and legal matters.
Engages in real time to resolve technical issues, to include evenings and weekends as required.
Build and lead high-performing teams to support the technical platform requirements of the CCaaS ecosystem.
Promote a culture of accountability, service orientation, and continuous improvement.
Lead resource planning, skills development, and performance management.