Contact Center Technology Director

Contact Center Technology Director

R4550

Location

Dallas

Career Track

Technology

Contact Center Technology Director

This role is eligible for our hybrid work model: Two days in-office required.

Director, Contact Centers

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal: 

Priceline Partner Solutions is looking for a highly motivated and positive individual to own our contact center technology strategy and associated vendor relationships.

The Director, Contact Center Technology reports directly to the Vice President Contact Centers.   

This position is responsible for the overall contact center technology ecosystem including phone & messaging platforms, IVR, call routing, location(s) and configuration of related servers & equipment to support our global operation. This individual must monitor system uptime and resolve interruptions or service degradations quickly to mitigate impact to our customer operation. The incumbent will exercise a lot of freedom in defining and executing against our contact center technology strategy to ensure Priceline is positioned for scalability and reliability.

Key relationships are with Customer Care support teams (Operations, Product Experience, Innovation & Analysis, Learning & Development, Workforce), and Technology (Networking & Development, Info Security)

In this role you will get to: 

  • Strategy Planning – Oversee and optimize the contact center topology which includes physical location(s) of supporting equipment, network & IVR architecture, call routing, and self-service capabilities. Must also be adept at translating business needs into requirements documents and develop execution plans to bring these to life.

  • Technical Acumen – Capable of bringing strategic plans to life by directly programming IVR, ACD (incl. vector plans, agent skills, super routing plans, etc), chat platforms, etc.

  • Fortify & Optimize – Maintain a stable technology platform incl. voice, messaging, and email channels that facilitate customer interactions and agent transaction processing. Seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components. Ensure the quality of Contact Center service in terms of stability, performance, and cost effectiveness. Participates in technology testing, evaluation and selection of contact center products, equipment, vendors, and services.

  • Vendor Management – Manage the performance of contractors (Verizon, Lucency, CenturyLink, etc.), contact center technology vendors (Amazon AWS, LivePerson, Nice Incontact, VOCI, etc.), and work effectively with functional counterparts at each of our business outsource partners. Ensures the compliance of architecture design and implementations. 

  • Analytics – Analyze metrics on platform/system performance and be accountable for meeting uptime requirements. Continually review and make recommendations to the business on ways technology can be leveraged to improve the customer experience and/or maximize operational efficiency.

  • Incident Management – Lead efforts related to service restoration and root cause analysis. Work through outsource partner counterparts to remedy service degradations and ensure proper preventive measures are put in place as needed anywhere within the ecosystem.

  • Vendor and Third-Party Risk Management – define and communicate information security objectives, manage risks with vendors and third parties, collaborate on security requirements in contracts, guide senior management in shaping security strategy, and develop tailored security policies for PPS Operations

Competencies:

  • Detail-oriented

  • Technical Learning

  • Communication

  • Analytics

  • Relationship Building

  • Problem Solving

  • Elevated Decision Making

  • Innovation and Continuous Improvement

Qualifications:

  • 7+ years of experience

  • 5+ years in people management position related to IT

  • InContact experience is a MUST 

  • Studio Script experience is preferred

  • Extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.

  • Telephony platform experience

  • Strong knowledge of information security frameworks, standards, and best practices (e.g., ISO 27001, NIST CSF)

  • Excellent understanding of voice and data networking

  • Design and implement voice and data network architecture

  • Prior call center operations experience is preferred

  • Previous experience in the travel / hospitality industry considered an asset

  • Project Management / Six Sigma experience

  • Effectively communicate with individuals at all levels internally and externally

  • Solid analytical skills which result in sound decisions, solutions and recommendations

  • Must possess excellent customer service, follow up and organizational skills

  • Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment

  • Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $115,000 to $140,000 USD

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