Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Senior Director - Information Technology is responsible for the design and architecture of all voice and telecom systems for the organization. Partnering with CIO and VP of IT Engineering, they lead the technology strategy and execution for the enterprise, supporting a high availability environment. The Senior Director also leads the team who serves as the Customer facing technical representatives during the sales process and are responsible for working as the primary technical advisers to drive and manage the technology evaluation stage of the sales process.

Job Requirements:

• Develop and maintain enterprise voice contact center technology strategies and standards. Educate/train team members, including customers, on the architecture and benefits of new and emerging technologies
• Research, test, propose, and implement contact center solutions (voice and non-voice) that meet or exceed the objectives and expectations of the business customers
• Lead several large call center engineering initiatives simultaneously, liaise with internal technology partner and external vendors to ensure effective communication, collaboration, and stakeholder involvement
• Maintain and strengthen relationships with internal business partners (domestic and international)
• Identify and resolve complex contact center problems (Tier 3 support) utilizing structured troubleshooting procedures, tools, and techniques
• Plan and execute highly complex contact center upgrades and capacity planning activities
• Planning, project management, and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvemen
t• Develop the engineering and technology management capabilities of the organization, managing and developing existing staff as well as recruitment
• Lead the formulation of the company's enterprise architecture and business plans as related to the contact center technologies; assessing cost and feasibility, and ensuring the plan is aligned with and supports the strategic goals of Everise
• Ability to develop scalable, extensible technology, as well as how to structure and develop a rapidly growing organization
• Lead the development of IT responses to RFPs and create technology presentation materials with Sales/Marketing
• Responsible for driving deeper level technical requirements during the sales process in order to scope and estimate projects effectively
• Responsible for performing necessary research of third-party technologies, tools, and applications that are introduced during the presales process
• Responsible for setting the overall direction of sales engineering activities, tools, and processes
• Strengthen client relationships by coordinating solutions engineering functions to address complex business problems that strengthen the Everise position with clients
• Defining project scope, designing an initial high-level solution architecture, and estimating the level of effort
• Engage and consult with customers and sales team to gather customer requirements
• Define solutions that leverage Everise’s capabilities to address client needs
• Coordinate the efforts of internal subject matter experts to present client solutions
• Develop proposals and pricing models for complex or innovative solutions• Create financial models to substantiate proposed solutions
• Provide appropriate senior management guidance on issues related to technologies, processes, and tools

Qualifications:

• Dynamic and dependable
• Ability to work under high pressure
• Significant development and delivery experience in leading large projects and teams
• Quick thinker and an effective manager
• Excellent interpersonal and communication skills
• Ability to manage team needs and requirements, mentor them and infuse a teamwork ethic.
• Strategic mindset
• Integrity and drive
• Energetic and Enthusiastic
• Prompt and fast paced
• Employee and business-centric
• Must have managerial, operational and administrative experience
• Bachelor’s Degree in Computer Science or related field
• 10-12 years of experience supporting contact center technologies, managing teams of technology professionals and implementing technological changes throughout a similarly sized organization
• 10+ years of experience with technical implementation of customer projects
• 10+ years of experience with IP Telephony Infrastructure technology from Avaya and comparable vendors
• Knowledge of systems architecture, loosely coupled and distributed system for massive scale
• Experience in solving and operating business solutions requiring high availability, high scaling, and low latency
• Proven experience of driving value and performance from 3rd party suppliers
• Supplier and service provider management experience, including commercial and contract management
• A thorough understanding of voice and data network infrastructure and topology, disaster recovery procedures, data center infrastructure, administration and management of IT systems
• Ability to translate business requirements into understandable IT services and IT issues into business language

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.