Job Description

Contact Center Tech Analyst Manager
                            
Grab the opportunity to achieve your full potential! Eclaro is looking for a Contact Center Tech Analyst Manager for our client in Pennington, NJ.
 
Eclaro’s client is one of the world's largest financial institutions, committed to providing the tools and services that bridge the gap between customers and their goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
 
Responsibilities:
  • Responsible for leading the technology analysts that are defining strategic solutions for the Consumer, Small Business and Wealth Management contact centers at the client
  • Requires working closely with business partners and solution architects to understand business needs and translate them into tech strategies and product/project roadmaps
  • Must understand vendor and internal tech partner capabilities in the contact center domain and be able to influence their strategic directions
 
Required Skills:
  • Minimum 7+ years domain expertise related to large-scale contact centers, preferably in financial services enterprises, though experience in other industries will be strongly considered
  • Ability to translate business needs into technology strategies and tactical initiative and project requirements
  • Strong leadership and communication skills necessary to manage senior individual contributors
  • Understanding of technology employed to deliver intelligent interaction routing solutions (including Telecommunication/Telecommunication network routing, Avaya ACM programming and administration and Genesys routing and reporting of omnichannel interactions)
  • Ability to lead multiple projects
 
Preferred Skills:
  • Experience with Agile SDLC methodologies and toolsets
  • Operational experience in a large-scale contact center environment
 
Interested in applying? Contact Adrian Miranda at adrian.miranda@eclaro.com now.
 
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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