Contact Centre Technology Lead
Surrey

About the Role

We are looking for an impressive Technology Lead with a strong contact centre background for our Global client.

The Successful candidate will need to be able to  design and deliver system / process enhancements to enable easy and efficient customer service solutions.

**** Role will be 3 days working from the office based in Dorking, Surrey and 2 days working from home ****

This is an excellent opportunity to work for a leading brand in their field and play a key part in their continued growth.

The Successful Candidate must have experience of working on customer impacting, large scale solutions for a global business whilst bringing tangible business results through the delivery of innovative tools and technologies.

Role Responsibilities:

• Seek opportunities to automate and streamline customer contact experiences.
• Develop an effective business partnering approach to inspire change with technology colleagues.
• Work with Business Analysts to detail the vital solutions to customer. struggles or process inefficiencies.
• Support the preparation of statements of work, effort estimates and design documents.
• Support and justify large-scale change through cost-benefit analysis.
• Propose and sponsor the piloting and embedding of new automated workflow solutions using bots, API’s, ML, RPA and Knowledge tools.
• Maintain knowledge of current and new technologies/product/trends related to Chat Bots and corresponding architecture solutions.
• Maintain good documentation on solutions developed and produce any user manuals as required. Help to build and maintain a library of education collateral.

• Demonstrable experience running requirement-gathering sessions across regional and functional teams.
• Ability to translate end-user requirements into user stories, fit for technical development.
• Ability to own the ideation, technical development, and launch of innovative products.
• Product ownership experience for some of Chat, Messaging, Automation, Knowledge, Phone platforms in a Contact Centre and/or Back Office environment.
•  Great Experience in 1 or more of chatbots, conversational interfaces, NLP, machine learning, artificial intelligence (AI), data analytics, RPA tools, Knowledge Management, API development.
• Awareness of tools and services available within the contact centre / service industries to better delivery B2B and B2C experiences.
• Demonstrable experience of developing Salesforce, Oracle and other contact handling platforms/services.
• Willingness to both propose strategic plans, and, dive into the technical details.
• Demonstrated emotional intelligence to navigate expertly and collaboratively through resistance to change.
• Evidence of contact reduction through automation/self-serve tools.
• Experience working within an agile framework and partnering with in-house & external developers.
• Experience of running RFI/P processes and vendor contracting.