Contact Center Service Delivery Manager in Walnut Creek, CA at DISYS

Date Posted: 2/14/2018

Job Snapshot

Job Description

Contact Center Service Delivery Manager

We are looking for a Contact Center Delivery Manager for a 2 year contract with the possibility of conversion to a Full Time Employee. This individual would need to have 4 years + experience with Network/Telephony systems and user support. This role will also require 2 years + working in a leadership role with IT or Operational teams and a minimum of 10 years working in a Support or Operations environment.

Our client’s platform is managed by an outside vendor. This position would be the liason between our client’s Business Unit and this vendor to work to resolve incidents and change requests. Candidate would also be responsible for following up with Business Unit and the platform vendor on completion of Work Orders and Resolution of Incidents, and will work with the business on detailing Change Requests, use of applications, and identifying and troubleshooting issues.

Solid communication skills will be key in this role. The ideal candidate will have the ability to effectively communicate with any business partner, from call handlers to call center directors, and with all of our client’s internal personnel as well as the outside vendor responsible for the platform. This involves driving resolutions, holding teams accountable, and communicating status updates daily.

The candidate will also need knowledge in some (or all) of the following (Genesys and Cisco Network/Telephony knowledge would be key here)…

  • Cisco IPC configuration/administration.
  • Genesys CME configuration, including Routing, DNs, Agents, Reporting
  • Genesys CC Pulse configuration.
  • Genesys Interactive Insights reporting.
  • NICE Quality Management operation.
  • Aspect eWorkforce Management operation.

Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field.

Standard hours, but should also be available to work evening/overnight to support change activity on rare occasions.

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.