AddressDIRECTV is seekingaSenior Director of IT Software Engineeringin the IT Deliveryorganization. This position developsand maintains DIRECTV’s next generation voice and omni-channel customer experiencesolutions. The Senior Director will be responsible forunderstanding business needs and priorities at a tactical and a strategic level, turning these into world-class, fully integrated omni-channel solutions that will positionDIRECTVto meet its cost efficiency targets and customer satisfaction objectives.
The ideal candidate should have significant experience managing complex, high-volume hosted contact center solutions. They should be skilled in fostering an environment of collaboration and creativity. They should not only be a strong customer advocate but a passionate champion of maintainingIT sustainment standards to ensure system stability. This role is ideal for someone who is self-motivated with an entrepreneurial mindset and real-world experience distilling customer experience roadmaps from technical requirements.
Here’s what you’ll do:
- Manage the technical relationship with multiple business units; evaluating requests and recommending priorities for both operational needs and project engagements.
- Be a client experience thought leader evangelizing how contact center technology can remove friction within client journeys and drive business outcomes.
- Lead Contact Center/Telecommunications projects, enhancements, includingonsite and at home agent solutions, overflow outsourced options, and call flow solutions.
- Responsible for the design, migration, implementation of Call Routing, Contact Center Skill layout, CTI Screen Pop, and Network Connectivity Design.
- Steer projects/initiatives by making numerous decisions around scope and priority; weighing business value and risk to prioritize work.
What you’ll need to be successful:
- Bachelor’s Degreeor significant relevant contact center implementation and maintenance experience.
- Minimum8+ years of IT Infrastructure experience managing, operating, and supporting Contact Center voice network solutions included VoIP, IP Flex, IP Toll Free.
- Minimum 8+ years of experience with call components such asComputer Telephony Integration (CTI), routing engines, Interactive Voice Response systems.
- Well versed in multi-channel technologies: voice, chat, email, SMS.
- Expertise in modern software development practices such as pipeline-based development, continuous integration, and quality automation techniques.
- Experience in scaled production operational environments; knowledge of the techniques used to detect issues, minimize risk from changes, and control system configurations.
- Experience with the following: Genesys Cloud, AWS, Afiniti, CallMiner, MuleSoft.
- Strong knowledge of SBC, transport protocols, and toll-free network management.
- Experience planning and coordinating contact center migrations across multiple lines of business.
- Strong analytical and project management skills.
- Tenacity, a bias for action and the ability to overcome obstacles and successfully execute multiple projects simultaneously, at times under extremely tight deadlines.
- Must be a creative thinker and have a keen interest in ensuring the best possible experience for our users and, ultimately, our clients.
This role requires a minimum, but is not limited to, approximately 10% travel.
This is a remote position that can be located anywhere in the United States. #LI-Remote
A career with us comes with big rewards:
DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.
The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
- DIRECTV WAGE ZONES: $170,335 - $309,235
- Low (N1): $170,335 - $255,455
- Mid (N2): $179,300 - $268,900
- High (N3): $197,230 - $295,790
- Top (N4): $206,195 - $309,235
Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.
