Solutions Manager - Contact Center Applications

Full Time
Remote
Posted Today
Job description
General Purpose: The Global Contact Center Solutions Manager provides strategic leadership, technology vision and implementation accountability to drive WEX contact center initiatives. This role oversees the planning and execution of multiple critical projects across WEX and is responsible for team building, stakeholder management and for providing effective project communications. The ideal candidate will have a broad understanding of the Genesys contact center application design and integration approaches.
Candidates must have strong leadership and interpersonal skills and enjoy working in a dynamic, team-oriented environment. Experience in contact center applications are a must along with the ability to execute plans with focus on details and timing.
Essential Duties and Responsibilities:
  • Engage in defining solutions architecture and ensure that architecture standards maximize efficiency, reuse and support platform compatibility
  • Drives analysis, selection and implementation of contact center application solutions to deliver on WEX strategic plan
  • Act as liaison with primary stakeholders for the management of all aspects of project, maintenance and specific enhancements
  • Provide leadership and support as coach and mentor; actively assist in planning and participating in team development
  • Plan resource and requirement needs for multiple projects and initiatives
  • Managing and balancing workload of the team and acting as escalation point for all business and technical teams
  • Serve as the relationship manager and escalation point for 3rd party support partners
  • Maintains up-to-date knowledge of a broad range of emerging technology trends and identifies opportunities where technology may deliver business improvements and competitive advantage.

Minimum Required Qualifications for Consideration:
  • Minimum of 2-3 years of technical solutions, project management or manager experience
  • Solid knowledge or triaging and escalation of critical issues
  • Experience managing technology roadmaps
  • Experience with or direct oversight of contact center applications
  • Proven ability to manage multiple tasks and deadlines in a fast-paced environment
  • Ability to prioritize (and re-prioritize) as business needs change
  • Proven experience with vendor management
  • Experience working with a diverse set of stakeholders; strong customer service orientation
  • Solid knowledge of ticket/case management

Preferred Qualifications:
  • Genesys Cloud or equivalent application experience or knowledge is a plus
  • Understanding of technology - latest and greatest technological trends related to IVR, ACD and unified communications
  • Innovative mindset
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Salary Pay Range: $94,500.00 - $126,000.00

Intrested in this job?

Related Jobs

All Related Listed jobs

We are pleased to offer a voluntary benefit for employees to access their pay on their own schedule. Pelican Health Reidsville is seeking experienced Certified

Position Title: Cultivation TechnicianPosition Location: FitchburgPosition Type: On-SiteEmployment Status: Full-TimeDepartment: CultivationRevolutionary Clinics is harnessing the positive

Overview: This position is a member of the Web Development team and assists in the modification and maintenance of clients auto dealership websites as well as website new and used car inventory

Positions/Salary: Full-time & part-time $17/hour, Per diem $16/hour All Shifts available Residential Counselors & Direct Care Staff Greater Boston AreaAbout You: Motivated,

NEW YEAR, NEW CAREER! SPECTRUM is recruiting Customer Service Representatives with a NEW starting pay rate of $20.00/hour! We also offer an additional shift differential of $0.75/hour for shifts

LOWELL PUBLIC SCHOOLS, LOWELL, MASSACHUSETTSREPORTS TO: Principal of RecordEFFECTIVE DATE OF EMPLOYMENT: start of the 2022-2023 school yearPERFORMANCE RESPONSIBILITIES: 1. Remain up to date regarding

The Alaska Club seeks an attendant for the Kid's Play Center. The qualified applicant should have child care experience and strong customer service skills. Applicant needs to be 18 or older. Must

KVC is a great place to work! A national survey shows that our 1,500 team members across five states are significantly more engaged and satisfied than the average worker due to KVC's inspiring

Join the Movement! San Diego Gymnastics is looking for energetic and fun front desk staff that are career minded to join our team! If you are enthusiastic about being a part of the movement to

CLINICAL PSYCHOLOGIST PhD PsyD - Behavioral Health / Pain / Addiction ClinicWe are seeking a CLINCAL PSYCHOLOGIST PhD PsyD for our Behavioral Health / Chronic Pain / Addiction Practice at our Brand