Sr Director - CCaaS Solutions - Maximus

Experienced CCaaS Solution Manager with a proven track record in contact center technologies, telephony, and information security. This individual will leverage their deep technical expertise and leadership skills to oversee the entire lifecycle of CCaaS solutions, from design and implementation to optimization and support, with a keen eye on integrating cutting-edge technologies like Generative AI. They will ensure seamless integration with key enterprise systems, drive continuous improvement, and deliver exceptional customer experiences.

Essential Duties and Responsibilities:

- Develop and execute the CCaaS solution strategy, incorporating Generative AI and other emerging technologies to enhance customer/employee interactions and contact center agent/supervisor productivity.
- Create and maintain a CCaaS solution roadmap, outlining future enhancements, integrations, and technology upgrades.
- Design automated deployment and packaging solutions to ensure repeatable provisioning of CCaaS architectures.
- Oversee the design, implementation, and maintenance of CCaaS solutions, ensuring they meet business requirements, technical standards, and security protocols.
- Establish and enforce solution governance processes, including change management, release management, and incident management.
- Manage vendor relationships, contracts, and service level agreements related to CCaaS solutions and integrations.
- Define and track key performance indicators (KPIs) for CCaaS solutions, ensuring optimal performance, efficiency, and customer satisfaction.
- Leverage integrated analytics systems and Generative AI insights to gain a deeper understanding of customer interactions, agent performance, and system utilization for continuous improvement.
- Directly lead and mentor a team of CCaaS solution architects, engineers, and analysts, fostering a culture of collaboration, innovation, and continuous learning.
- Communicate CCaaS solution strategy, roadmap, and performance to senior leadership and internal stakeholders.

• Solution Strategy and Roadmap:

o Develop and execute the CCaaS solution strategy, incorporating Generative AI and other emerging technologies to enhance customer interactions and agent productivity.

o Create and maintain a CCaaS solution roadmap, outlining future enhancements, integrations, and technology upgrades.

o Stay abreast of industry trends and emerging technologies, evaluating their potential impact and applicability to the organization's CCaaS solutions.

o Maintain in-depth knowledge of industry product offerings and competitive landscape.

• Solution Oversight and Governance:

o Oversee the design, implementation, and maintenance of CCaaS solutions, ensuring they meet business requirements, technical standards, and security protocols.

o Establish and enforce solution governance processes, including change management, release management, and incident management.

o Manage vendor relationships, contracts, and service level agreements related to CCaaS solutions and integrations.

o Develop and maintain pricing/rate cards for CCaaS solutions and services.

• Performance Management and Optimization:

o Define and track key performance indicators (KPIs) for CCaaS solutions, ensuring optimal performance, efficiency, and customer satisfaction.

o Leverage integrated analytics systems and Generative AI insights to gain a deeper understanding of customer interactions, agent performance, and system utilization.

o Identify and implement opportunities for continuous improvement, including process optimization, technology upgrades, and training initiatives.

• Team Leadership and Collaboration:

o Lead and mentor a team of CCaaS solution architects, engineers, and analysts, fostering a culture of collaboration, innovation, and continuous learning.

o Collaborate effectively with cross-functional teams, including IT, operations, marketing, and customer service, to ensure alignment and successful solution delivery.

o Communicate CCaaS solution strategy, roadmap, and performance to senior leadership and stakeholders.

Minimum Requirements

- Bachelor's degree in relevant field of study and 12+ years of relevant professional experience required.

• Technical Skills:

o Deep understanding of CCaaS technologies, including Genesys Cloud, Amazon Connect, and other leading platforms

o Extensive experience in contact center solution design, implementation, and management, with a focus on integrations.

o Strong knowledge of CRM systems (Salesforce, ServiceNow, Dynamics 365, etc.), NLP technologies (Nuance, Amazon Lex, etc.), analytics platforms (Tableau, MicroStrategy, etc.), and Generative AI technologies.

o Proficiency in scripting languages, APIs, and programming languages (C, C++, Java, SQL, etc.)

o Knowledge of cloud infrastructure, networking concepts, and information security best practices

• Leadership and Management Skills:

o Proven ability to lead and inspire a team of technical professionals

o Strong strategic thinking and planning skills

o Excellent communication, presentation, and negotiation skills

o Ability to manage complex projects and initiatives, balancing competing priorities and deadlines

o Customer-centric approach with a passion for delivering exceptional experiences

• Additional Skills

o Understanding of Generative AI technologies and their applications in the contact center space

o In-depth knowledge of industry product offerings and competitive landscape

o Ability to develop and manage pricing/rate cards for CCaaS solutions and services

Education and Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field

• 10+ years of experience in contact center technology leadership roles, with a focus on solution management and integrations

• Certifications in Genesys Cloud, Amazon Connect, or other relevant CCaaS platforms are a plus

Additional Information:

• The position may require occasional travel

• The ideal candidate will be a visionary leader, passionate about technology, customer experience, and driving innovation in the contact center space

• The company offers a competitive salary and benefits package

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

199,920.00

Maximum Salary

$

282,120.00