Responds to escalated customer problems and inquiries and ensure issues are resolved quickly and accurately, which requires in-depth knowledge of products and services

Lead and/or support community projects

Responsible for contact center operations and technology and translating technical concepts into business objectives

Understand broader technology concerns such as data networking, desktop, databases, and application integration

Responsible for all aspects of the project life cycle from planning and business requirements gathering through user acceptance testing, deployment and ongoing support

Regularly interact with business partners to shape customer experience and improve efficiency through design and process improvement

Function as a direct counterpart to IT overseeing the Contact Center IT Project Portfolio

Partner with Contact Center management on new projects and system status

Ensures proper training of the Contact Center Reps