IT Director Contact Center Product Management

hace 1 semana

Insurgentes, México Johnson Controls A tiempo completo

Job details**Employment Type**:Full-Time**Location**:Insurgentes, Distrito Federal, Mexico**Job Category**:Information Systems**Job Number**:WD **Job Description**:Director Customer Experience Platforms Product Management**Location**:Bangalore, IndiaBratislava, SloveniaMonterrey, MexicoGlendale, WI, USAAurora, CO, USAWhat you will do?The Director of Customer Experience Platforms Product Management will lead a diverse team of direct reports, indirect reports and 3rd party resources to deliver the Customer Experience of the Future for 7000+ agents and supervisors. The role will focus on the evolution of the customer journey to meet Johnson Controls strategic vision. This role is responsible for the strategy around the products that transform JCIs customer experience and user experience, and the realization of that strategy. There are three product delivery streams that flow into this domain: Contact Center ecosystem, Telecom Routing, Teams Voice. Contact Center ecosystem includes Customer Journey design/scripting, ACD/IVR, Quality Management, Workforce Management, Reporting, Analytics, Conversational AI and other capabilities.How you will do it?Lead technical exploration, innovation, design and development of new features & componentsDrive technical discussions; propose solutions and alternatives.Interact with Architects and other members of the team to ensure that solution fits with overall architectureBuild strong business relationships to better understand requirementsTranslate business requirements into technical requirementsMake technology understandable to non-technology stakeholdersGrow the careers of your direct reports, setting goals, understanding their personal vision and getting them the mentors and stretch assignments to achieve that visionDrive accountability to operate within Agile DevOps methodologyWhat we look for?Experience with other Customer Experience platforms is highly advantageousStrong presentation skills and the ability to communicate to a diverse audience is highly valuedAbility to build relationships and motivate resources who report to different managersAbility to align to multiple projects and workstreams and organize the priorities of each

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    hace 1 semana

    Insurgentes, México Johnson Controls A tiempo completo

    **Director Customer Experience Platforms Product Management** **Location**: - Bangalore, India - Bratislava, Slovenia - Monterrey, Mexico - Glendale, WI, USA - Aurora, CO, USA **What you will do?** The Director of Customer Experience Platforms Product Management will lead a diverse team of direct reports, indirect reports and 3rd party resources to...

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