Director, Contact Center TechnologyNorwalk,CT Priceline is looking for a highly motivated and positive individual to own our contact center technology strategy and associated vendor relationships. The Director, Contact Center Technology reports directly to the Sr, Director, Contact Centers. This position is responsible for the overall contact center technology ecosystem including phone & messaging platforms, IVR, call routing, location(s) and configuration of related servers & equipment to support our global operation. This individual must monitor system uptime and resolve interruptions or service degradations quickly to mitigate impact to our customer operation. The incumbent will exercise a lot of freedom in defining and executing against our contact center technology strategy to ensure Priceline is positioned for scalability and reliability. Key relationships are with Customer Care support teams (Partner Managers, Product Experience, Innovation & Analysis, Learning & Development, Workforce), and Technology (Networking & Development). Key Responsibilities: Vendor Management – Manage the performance of contractors (Verizon, AT&T, CenturyLink, etc.), contact center technology vendors (Avaya, LivePerson, Verint, etc.), and work effectively with functional counterparts at each of our business outsource partners. Ensures the compliance of architecture design and implementations. Fortify & Optimize – Maintain a stable technology platform incl. voice, messaging, and email channels that facilitate customer interactions and agent transaction processing. Seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components. Ensure the quality of Contact Center service in terms of stability, performance, and cost effectiveness. Participates in in technology testing, evaluation and selection of contact center products, equipment, vendors, and services. Strategy Planning – Oversee and optimize the contact center topology which includes physical location(s) of supporting equipment, network & IVR architecture, call routing, and self-service capabilities. Analytics – Analyze metrics on platform/system performance and be accountable for meeting uptime requirements. Continually review and make recommendations to the business on ways technology can be leveraged to improve the customer experience and/or maximize operational efficiency. Incident Management - Lead efforts related to service restoration and root cause analysis. Work through outsource partner counterparts to remedy service degradations and ensure proper preventive measures are put in place as needed anywhere within the ecosystem. Competencies:Detail-orientedTechnical LearningCommunicationAnalyticsRelationship BuildingProblem SolvingElevated Decision MakingInnovation and Continuous Improvement Qualifications:10 years of experience5 years in a management position related to ITExtensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.Excellent understanding of voice and data networkingDesign and implement voice and data network architecturePrior call center operations experience is preferredPrevious experience in the travel / hospitality industry considered an assetProject Management / Six Sigma experience considered an assetEffectively communicate with individuals at all levels internally and externallySolid analytical skills which result in sound decisions, solutions and recommendationsMust possess excellent customer service, follow up and organizational skillsDemonstrated ability to operate successfully in a time-sensitive and fast-paced environmentStay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
Website : http://www.priceline.com
The Priceline Group Inc. operates as an online travel company. The company's products include Booking.com, which provides online hotel reservation services on a worldwide basis with approximately 425,000 properties in 190 countries and territories available in 42 languages; Agoda.com, an Asia-based online hotel reservation service available in 38 languages; and rentalcars.com that offers car rental services in approximately 6,000 locations worldwide. It also provides reservation services for hotel rooms, airline tickets, rental cars, vacation packages, and cruise trips under the priceline.com brand through its Name Your Own Price service; KAYAK Websites and mobile apps allow people to compare hundreds of travel sites at once; and travel insurance services. The company was formerly known as priceline.com Incorporated and changed its name to The Priceline Group Inc. in April 2014. The Priceline Group Inc. was founded in 1997 and is headquartered in Norwalk, Connecticut.