Telecom Expense Management Lead, Contact Center Services

HP•Houston, TX

12d

About The Position

The Telecom Expense Management Lead, Contact Center Services serves as the primary operational liaison among HP, OB, Contact Center IT, business unit stakeholders, and supporting service providers. The role coordinates Contact Center requests; validates billing and organizational information; manages vendor operational issues; and facilitates resolution of purchase order, invoice, dispute, and service-related matters. It assumes operational responsibilities identified for transition to a new Contact Center lead. The position requires cross-functional coordination, financial and operational controls, vendor management, disciplined documentation, and management of recurring meetings and action items across IT, Finance, Procurement, business teams, and external providers. It develops IT strategies aligned with business priorities, collaborates with vendors and senior management to define information needs and sustain service levels, helps manage IT spending and investments, resolves operational issues with clients, and represents stakeholders to ensure alignment between IT and business plans. The role promotes standardized IT solutions and best practices, cultivates relationships with tactical leaders, contributes to complex projects, and may mentor and guide lower-level employees. The role works on complex problems requiring in-depth evaluation of multiple factors and may lead or provide expertise to functional project teams and participate in cross-functional initiatives. The position is full-time, includes 25% travel, and has no shift premium. Relocation is not offered.

Requirements

Four-year or graduate degree in Computer Science, Information Technology, or a related discipline, or commensurate work experience or demonstrated competence.
At least 7 years of work experience, preferably in IT projects, process improvement, or a related field.
Advanced subject matter knowledge and the ability to work on complex problems requiring in-depth evaluation of multiple factors.
Strong cross-functional coordination, financial and operational controls, vendor management, and documentation skills.
Ability to manage recurring meetings and action items across multiple internal functions and external providers.
Effective Communication.
Results Orientation.
Learning Agility.
Digital Fluency.
Customer Centricity.

Nice To Haves

Knowledge of Agile Methodology.
Knowledge of Automation.
Knowledge of Business Analysis.
Knowledge of Business Process.
Knowledge of Business Requirements.
Knowledge of Business Systems Analysis.
Knowledge of Computer Science.
Knowledge of Data Analysis.
Knowledge of Finance.
Knowledge of Marketing.
Knowledge of Process Improvement.
Knowledge of Project Management.
Knowledge of Salesforce.
Knowledge of SAP Applications.
Knowledge of Scrum (Software Development).
Knowledge of SQL (Programming Language).
Knowledge of Systems Analysis.
Knowledge of Systems Development Life Cycle.
Knowledge of User Story.
Knowledge of Workflow Management.

Responsibilities

Lead Telecom Expense Management activities, including telecom billing validation, invoice and dispute management, vendor coordination, and cost optimization for Contact Center services.
Develop and drive IT strategies aligned with a high-impact business agenda, including integration with other functional IT partners.
Collaborate with vendors, industry consultants, and senior company management to define information needs, develop business cases and priorities, sustain service levels, and lead business demands.
Help manage spending and IT investments according to plan and support timely budget and forecast processes.
Work directly with internal or external clients to resolve operational issues using technical expertise.
Represent the business, function, or geography to ensure alignment between IT plans and those of the relevant entities.
Identify opportunities to use standardized IT solutions and promote their adoption.
Build and sustain relationships with tactical leaders and business implementation leads to foster engagement in major IT initiatives.
Advocate for best practices developed through interactions among businesses, functions, geographies, and their counterparts.
Apply advanced subject matter knowledge, lead and contribute to complex projects, exercise independent judgment in resolving business issues, and establish policies.
Develop productive internal and external working relationships and provide mentoring and guidance to lower-level employees as needed.
Coordinate Contact Center requests; validate billing and organizational information; manage vendor operational issues; and facilitate resolution of purchase order, invoice, dispute, and service matters.
Manage recurring meetings and action items across IT, Finance, Procurement, business teams, and external providers.