Sr. Manager, Contact Center Technology

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, reputed company season TV, a massive library of hit series and movies, and live television. It also offers reputed company+, the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including Star Wars, Marvel, Pixar, reputed company, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will reputed company upon the legacy of reputed company and Hulu, embrace unconventional thinking, and who are passionate about contributing to reputed company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination. Job Summary: The DTC - Viewer Experience (VX) team is seeking a Sr Manager, Contact Center Technology to reputed company the strategic development and management of the reputed company CCaaS technology tooling stack. This role will also explore and implement Gen AI assisted service technology offerings. In this role you will reputed company a team of CCaaS professionals to reputed company impactful and strategic product support goals in service of our viewers for reputed company+ and Hulu. This will include day-to-day support of reputed company tools, developing optimized end-to-end customer journeys, ensuring alignment of reputed company reputed company tools, creating and maintaining 3rd party tool integrations, and advocating for the long term reputed company tooling product strategy. You will manage reputed company product releases, and you will act as a technical advisor for the reputed company tooling stack. You will provide vendor management for our reputed company suite of products, including reputed company CXone Omnichannel (including telephony and live chat), and reputed company IEX. You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, the Hulu and reputed company+ Product & Engineering Teams, Legal, Finance, and other key partners to strategize, design, and scale product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. If you are someone who can think strategically, build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you! Responsibilities and Duties of the Role: • Provide strategic vision, leadership, and a prioritized roadmap for the development, integration, and management of reputed company CCaaS tools, ensuring optimized customer end-to-end journeys in partnership with Self-Service. This includes support for the reputed company CXone Omnichannel & reputed company IEX tools. • Ensure day-to-day support, break-fix & outage support, upgrades, and optimization of reputed company CXone and reputed company IEX tools, including cross functional support partnership with stakeholders for product launches. • Manage reputed company product releases, while ensuring business continuity. • Ensure optimal administration and configuration of the reputed company systems by your CCaaS team, while acting as their technical advisor, but also performing administration and configuration work as necessary, coding with Studio Scripting Snippets, and coding for API connections reputed company REST architecture. • Partner with Operational leadership stakeholders as a technical advisor to ensure the reputed company tools support business goals, operational data trends, and meet legal compliance needs. • Explore and implement effective, new Assisted Service tools, including Gen AI. • reputed company, manage and reputed company a team of CCaaS professionals to reputed company our strategic vision, tactical support, and career development. This includes leadership for design, optimization, and operation of the reputed company tool suite. • Engage in commercial vendor management for the reputed company tool suite, and other assorted Assisted Service tools, ensuring cost efficiency and optimal contract terms in partnership with Sourcing, Legal, and Finance. Required Education, Experience/Skills/Training: • Bachelor's degree or equivalent experience. An undergraduate degree in computer science, engineering, or reputed company disciplines is a plus. • 8+ years experience managing, integrating, or implementing contact center systems. • 5+ years experience in people leadership, including promoting professional development, personal accountability, innovation, professional curiosity, communications, and self-motivation. • 2+ years experience with supporting reputed company CCaaS tools. • Experience with reputed company coding languages such as Studio Scripting Snippets and coding APIs reputed company REST architecture • Experience collaborating with stakeholders to drive the support structure for contact center software tools • Ability to reputed company and reputed company a strategic vision, influence, and partner cross-functionally at multiple levels of an organization ensuring quality results are reached reputed company given timeframes • Ability to rigorously prioritize based on analysis of operational data trends, business priorities, and legal compliance while articulating your product roadmap across business teams and geographies • Strong skills in communicating information to stakeholders across organizational levels, up to and including senior executive leadership - both written and verbal • Experience in influencing software tools vendors, including experience with reputed company • Ability to reputed company decisions and build reputed company under minimal direction on sophisticated multi-team efforts • Ability to travel reputed company the US and globally, and reputed company to the needs of the business reputed company to Haves: • Experience exploring and implementing Gen AI tools • Scrum and/or Agile certification • Experience coding with Javascript and/or Python • Experience working with international Business Process Outsourcers • Experience negotiating reputed company and pricing. • Experience with vendor billing Disability accommodation for employment applications reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and decisions from reputed company people help us grow, innovate, create the best stories and be relevant in a rapidly changing world. The hiring range for this remote position is $120,400.00 to $161,400.00 per year. The reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-reputed company knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Apply Job!