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AVP - Contact Center Technology

AVP - Contact Center Technology

PRA GroupNorfolk, VA
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We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary :

Leads a team of engineers and analysts in the advancement of customized contact center solutions, with a major focus on the upcoming Genesys Cloud CX platform implementation. Provides technical direction and solutions in relation to automation, dialing strategies, call recording / grading, user interface and data collection. Manages all third-party vendors under PM ownership to include review of statements of work, contracts, and invoices. Serves as cross-functional liaison to corporate technical projects and operation. Advises senior leadership on cost and ROI of new technology and risk assessment of new and current processes.

Professional Experience / Qualifications :

  • Bachelors in Computer Science, Business Management, Information Technology, or related field or equivalent; Master’s degree preferred
  • Minimum 12 years of experience with call center technology and telephony systems
  • Minimum 5 years of experience leading a team
  • Proven ability to implement, configure, and support Genesys Cloud CX contact center solutions in large-scale environments
  • Experience in understanding and functioning of outbound dialer, inbound blend, interactive voice response (IVR), system production equipment, telephone systems, performance monitoring software, design and spreadsheet import and exporting of data preferred
  • Extensive and proven SQL experience
  • Proficient with the following database applications : Microsoft DTS / SSIS, Microsoft SQL Server 200 / 2005 / 2008, Oracle 8i / 9i / 10g, PL / SQL, SQL Plus, Transact SQL
  • Proven track record of managing multiple congruent projects to successful completion
  • Experience in writing technical documents, statements of work and contracts

Key Responsibilities :

  • Lead a team in the development and support of contact center technologies related to dialing (inbound / outbound), automation, and employee experience, with an emphasis on implementing and optimizing Genesys Cloud CX.
  • Oversee the programming, integration, and testing of software solutions, working closely with agile and cross functional teams to ensure successful Genesys deployment and adoption.
  • Champion for strategic projects designed to drive efficiency, automation / technology enhancements and scalability. Research and recommend new technologies to aid the business
  • Oversee the installation / maintenance of servers and technology upgrades
  • Ensure daily collections workflow is available and running smoothly for all call center sites
  • Administer, develop, and support call recording software
  • Responsible for the maintaining relationship with third party vendors to include the following types of providers (not limited to) : Genesys contact center solutionscontact center software, call recording software, agent interface, out-pulse number branding / whitelisting, and workforce management (WFM)
  • Critical advisor to senior leaders regarding scoping, cost, and savings associated with new technology and development
  • Partner in the development of automated compliance controls
  • Partner with Compliance, Acquisitions, and General Council leadership to provide documentation, data, and seller audits and legal matters
  • Engage in real time to resolve technical issues, to include evenings and weekends as required

    • Supervisory Responsibilities :

  • Responsible for the overall direction, development, coordination, and evaluation of employees in accordance with policies and applicable laws
  • Interviews, trains, and appraises employees, plans, assigns / directs work and resolves issues
  • Available to assist employees during PRA hours of operation
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    Contact Center • Norfolk, VA

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