Business Owner Global Contact Center Technology

Manulife

7d • Hybrid

About The Position

In this role, you will be accountable for optimizing AWS functionality across the company’s contact centers. This includes updates to call routing, Lex Bot continuous tuning, implementing enhancements as well as coordinating with segment IT on larger scale implementations or changes. You will work closely with segment contact center, IT, and operations teams to coordinate business requirements and align on prioritization to achieve expected outcomes. Additionally, you will be accountable for assisting Global Contact Center Program Management with reporting to include initiative plans, budgets, critical metrics, resource demand and capacity planning.

Requirements

• 5+ years AWS telephony product expertise and certifications.
• Proven experience working with cross-functional agile teams and projects.
• Proven ability to probe for understanding of risks and issues to ensure transparency and supports achievement of business objectives.
• Excellent critical thinking and problem-solving skills to form actionable plans.
• Proven experience as a creative and entrepreneurial approach with the ability to challenge the status quo to drive transformational change.
• Highly self-directed and comfortable thinking through disparate processes, systems, solutions, and areas to leverage enterprise linkages to support successful change.

Nice To Haves

• Ability to influence without direct authority, and highly effective negotiation and teamwork skills; shown success in building and managing relationships.
• Excellent customer focus and dedication to quality while still meeting deadlines.
• Bachelor’s degree or equivalent experience preferred.

Responsibilities

• Drive the delivery of Global Contact Center transformation via AWS technology to ensure customer experience and productivity benefits are achieved.
• Develop and manage a coordinated plan for AWS initiatives, ensuring important measures and success criteria are detailed.
• Catalogue, manage and monitor issues and risks.
• Own progress and Senior Client reporting; providing a well-rounded and objective view of results.
• Function as a change agent to build awareness and vision.

Benefits

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our distributed team, we’ll support you in shaping the future you want to see.
• Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees