Supervisor – Contact Center Development
Atlanta, GA or Chicago, IL
Direct Hire
JOB SUMMARY
This position is responsible for the Contact Center, and My Account technology group within the customer technology pillar for applications used by Distribution Operations for our state regulated Local Distribution Companies (LDCs). This includes full software development lifecycle of end-to-end Contact Center, and My Account technology program and project delivery, and Contact Center, and My Account technology production support and maintenance. This leader will drive a seamless Contact Center, and My Account delivery that will deliver technology that increases innovation and efficiency. This leader will ensure the Contact Center, and My Account roadmap and technology portfolio align with the overall Technology Delivery strategy, roadmap and goals including ensuring Contact Center, and My Account Technology is simplified and readily supported. This role is responsible for ensuring operational excellence through continuous metric driven improvement providing highly reliable and high-quality technology solutions and support through appropriate design and highly engaged customer service. This position collaborates across Technology Organization (TO) leadership to ensure effective delivery. This leader is responsible for 10 - 14 IT (Information Technology) professionals, including ten (10) employees plus approximately four (4) contractors across various geographic locations. This position is responsible for managing a $1M - $5M annual technology budget with responsibility for a project portfolio of $1M – $5M.
MAJOR JOB RESPONSIBILITIES
- Applies leadership and strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets of client.
- Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business.
- Support and implements a comprehensive Customer Experience (CX) technology roadmap in the Contact Center and My Account area for the supported business.
- Drives innovation and leverages technology to create value and transform the business.
- Establishes and maintains excellent working relationships and partnerships with leadership throughout company and external vendors and suppliers.
- Designs technology solutions that are common where possible and custom where it counts.
- Drives and simplicity of design to ensure highly available systems where needed and maintainability of the ecosystem.
- Creates an overall technology budget and manages financial performance.
- Hires, develops, rewards, and retains a highly qualified and diverse technology leadership team.
- Establishes and enforces appropriate technology and business policies, practices, and processes.
- Acts as a student of business and technology, anticipating future needs and directional shifts in both the technology and energy industries.
- Creates an environment that fosters accountability, innovation, and engagement at all levels.
JOB REQUIREMENTS
Education
- A degree in Computer Science or a related field is required. An advanced degree is desirable.
Experience and Knowledge
- 10 or more years of experience in IT, with at least 5 years of experience managing multiple, medium-to-large- sized and cross-functional teams.
- Comprehensive knowledge of information technology with an extensive understanding of application development technologies and methodologies.
- Broad knowledge of contact center software and business functions.
- Experience establishing and defining a comprehensive Contact Center, and My Account and roadmap that meets the strategic and operational objectives of the business.
- Broad knowledge of the utility business functions and an understanding of how the Technology Organization adds value to these organizations.
- Building strong leadership teams and high performing organizations.
- Leading and operating in a fast paced, real-time operational environment with changing business dynamics.
- Experience with Waterfall and Agile delivery.
- Broad understanding of System Development Lifecycle (SDLC).
- Solid foundation in information Technology Infrastructure Library (ITIL).
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
For immediate consideration, please forward your resume to dwicks@synergishr.com
If you require assistance or an accommodation in the application or employment process, please contact us at dwicks@synergishr.com.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at ww.synergishr.com.
