Manager, Contact Center Technology

Phoenix
Operations
Full-time

Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives. Join the Upgrade team, the same team that built Lending Club and is now set to innovate again. Upgrade is combining a marketplace lending approach with credit monitoring and credit education features designed to be even more helpful to more people. The company is still at an early stage; this is your opportunity to join early and have a significant impact.

Come join a team of just over 100 talented and passionate fintech engineers, product, credit, finance, legal, compliance, operations and marketing professionals.  We are looking for new team members who get excited about constantly learning, and always seeking to design and implement new and better solutions.

The Manager, Contact Center Technology is responsible for establishing, managing and implementing Customer/Consumer facing Contact Center technology strategies in line with business objectives. This position is responsible for managing key vendor relationships and vendors responsible for the planning, design, development, implementation and break/fix support for applications/systems developed to support our contact strategy. More specifically, this position will be responsible for design, development, implementation and support of the contact center on cloud based solutions that deliver our inbound and outbound voice routing, speech recognition, email, chat and social media solutions with a focus on delivering highly reliable, effective and customer centric systems. Additionally, this position will be responsible for all contact center system integrations including voice recording and analytics, workforce management , voice call back and call me mobile systems and outbound predictive dialer systems for the cloud based vendors. Candidate must be capable of delivering high-quality deliverables, on time, with careful attention to detail. 

Please include a cover letter to be considered for this opportunity. The cover letter should include why you are passionate about collaborating with people.

Responsibilities:
Own IVR program including campaigns, operational changes, programming changes, workflows, version storage, self-service options, testing DB and overall customer experience.
Launch new phone platform from ground-up.
Manage phone platform end-to-end
Responsible for ACD including Programming options; Hierarchy of decisioning; Options for Customization
Manage dialer and campaigns
Report on operations metrics on a recurring basis to drive actionable insight including creating reporting packages, customized reporting with a focus on identifying trends and continuous opportunity improvements for call specific data.
Create and execute internal training plans to achieve optimal user productivity.
Approach role with a professional services mindset providing on-going development of products and services for internal and external stakeholders.

Skills:
Ability to work effectively on multiple priorities with strict deliverable dates.
A Bachelor’s degree in Computer Science or Engineering or related discipline or equivalent work experience
Experience with NICE, Voice Objects or Voxeo CXP
Team-player with superior interpersonal skills who can work closely with both technical development teams and end business users.
7 + or more years of experience in infrastructure and system design, development and support of mid-size to large scale projects related to contact center technology
7 + or more years of experience with key contact center technologies and integration such as but not limited to: IVRs, ACD, dialers, Speech Recognition, Natural Language Speech applications, Routing applications, workforce management, call recording and analytics, eServices including email, chat and social media as well as system integration.
7 + or more years of experience with system design, development and integration of web, client server and database design and administration
Strong capabilities around SMS campaigns.
Effective communication skills with the ability to document procedures, communicate issues, and transfer knowledge.
Excellent time management, project management and work prioritization skills
Strong troubleshooting and problem solving skills.
Self-motivation to accept and complete tasks.
Sense of ownership and responsibility towards problems and solutions.

Benefits / Perks:
Great OPEN office location!  
Conveniently located in downtown Phoenix
Close to light rail and public transportation
Comprehensive benefits package: Medical, dental, & vision
Paid time off
Kitchen stocked with beverages, snacks & treats

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status