Contact Center & Voice Strategy and Design Consultant

Remote

Contact Center & Voice Strategy and Design Consultant

Location: Round Rock, TX; Southboro, MA; Durham, NC; or Remote-US

Dell Digital and IT is a world-class IT organization that employs 5000+ across the globe.We are focused on driving business transformation, superior customer satisfaction, and revenue growth through innovation and cutting-edge technology that leverages traditional ERP, as well as cloud, analytics, mobile, and social solutions.

General Summary:

The Contact Center & Voice Strategy and Design Consultant is responsible for leading complex global projects impacting the design of Dell’s Contact Center and Voice Support.We are looking for strategic, forward-thinking individuals to lead state-of-the-art telecommunications infrastructure design.

Principal Duties and Responsibilities:

  • Designs, plans, and leads implementation of global telecommunication voice systems; works on telecommunication voice projects of considerable magnitude and complexity
  • Represents the department and acts as technical consultant on large project teams for phone systems requirements, acquisition, implementation, and enhancements
  • Provides telecommunication voice hardware and software solutions to undefined business user needs; extensive knowledge of business user requirements
  • Designs, plans and leads implementation of automation solutions to improve operational efficiencies
  • Leads large scale, global programs that contribute to Dell’s success; responsible for solving highly technical and complex problems for several programs and projects
  • Communicates and translates vision/strategy to co-workers; responsible for executing on functional and business goals for assigned projects
  • Develops complex solutions to business problems or customer engagements through in-depth analysis, coordination and negotiation with key decision makers; develops innovative solutions to problems; invents new products and processes to achieve strategic business objectives
  • Designs and develops global processes, systems and/or applications; considers Dell-wide implications of decisions and recommendations; evaluates progress and results and recommends major changes in procedures
  • Provides leadership to a talented group of engineers to deliver innovative, high quality products on a foundation of architectural and engineering excellence
  • Responsible for building strong vendor relationships; may serve as primary liaison between telecommunication vendors and leadership
  • Keeps abreast of latest technology advances; advises and councils key leadership on the latest principles, practices, and/or technologies and their practical application
  • Maintains a strong culture of innovation, creativity, and fun; cultivates strong collaborative environment internal and external departments
  • Provides direction and mentoring to less experienced team members
  • Typical work hours align with Central Time Zone but may have off-hour calls to support global projects/business needs

Qualifications:

  • Bachelor’s degree in Computer Science, Computer Engineering or related technical discipline with 12+ years relevant experience; or Master’s degree with 8+ years relevant experience
  • 10+ years of experience in voice engineering, primarily in the contact center space
  • In-depth knowledge and experience in contact center with a proven track record
  • Experience in a large global and multi-channel environments, with experience in Omni-channel strategy and execution
  • Experience with Avaya Contact Center products such as but not limited to Aura Elite, Experience Portal, System and Session Manager, PodFX, Context Store, Breeze and Dynamic Routing
  • Strong technical background, and experience in building next generation reference architectures and solutions to enable business strategies
  • Experience managing and optimizing operation and program budgets
  • Strong organizational planning and development, business judgment, influential skills and technical leadership
  • Experience in services and support, and working knowledge of end-user/customer experience
  • Strong communication and relationship skills
  • Experience communicating vision for best in class IVR applications and benchmarking
  • Experience with User Acceptance Testing and change control
  • Strong experience with leading business strategy and direction for IVR with business partners
  • Experience with defining REST API standards
  • Must be a strong technical decision maker

Preferred Skills:

  • Industry knowledge of the retail and electronic commerce space, with an emphasis on the purchase path
  • Keen interest in keeping up to date on the latest trends and technologies
  • Experience on SCRUM methodology and operation in an AGILE development environment
  • Experience with establishing processes, controls, risk management and resource allocation
  • Experience with defining REST API standards
  • Experience with Java programming language

Why work with us?

  • Life at Dell means collaborating with dedicated professionals with a passion for technology
  • When we see something that could be improved, we get to work inventing the solution
  • Our people demonstrate our winning culture through positive and meaningful relationships
  • We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential
  • Our team members’ health and wellness is our priority as well as rewarding them for their hard work


Other Benefits

Visa Sponsorship

Equal Opportunity Statement

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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