![Sage Group PLC](https://media.trabajo.org/img/noimg.jpg)
Director of Ccaas and Self Service
3 weeks ago
The purpose of the Director of CCaaS and Self Service is to utilize the latest technology and design concepts to build effective CCaaS, Chatbot and wider Self Service platforms that enables our Customers, Partners and Colleagues to interact effortlessly, with expertise and high resolution. This role will be responsible for building the business requirements and executing solutions that meet the Customer Operation vision and in turn increases customer satisfaction and reduces the cost to serve.
LI-CW1
**Key Responsibilities**
- Demonstrate a deep customer understanding of our customers and colleagues by building solutions that meet their needs, are low effort and effective
- Spearhead the Customer Self-Serve program enabling customers to independently complete transactions to manage their Account, Subscription and Billing
- Evolve the CCaaS infrastructure and feature deployment with best in world concepts ensuring solutions are tailored to our complex business (ie multiple products, systems & processes)
- Deliver detailed business requirements through a curiosity to understand our business, a vision for what great looks like and by having a consultative approach with stakeholders across the matrix
- Work closely with IT and Product to ensure that the ‘right’ solutions are recommended, built, tested and launched (through close working relationships, program management discipline & timely leadership when encounter roadblocks)
Skills, know-how and experience
- 10+ years of related business experience in Contact Centres and or Contact Centre technologies in a customer first environment
- Experienced in implementing and maintaining CCaaS, Chatbot and or Self Service Eco-Systems
- Curiosity and thought leadership that demonstrates ability to building solutions where no playbook exists and always doing it through a customer centric lens
- Ability to drive collaboration and get consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained
More good stuff
Our comprehensive total rewards program includes:
- Generous pension and bonus schemes
- Enhanced parental leave
- Hybrid working
- Work abroad scheme - Up to 10 weeks a year
- On-going training and professional development
- Paid 5 days to volunteer through our Sage Foundation
- And, so much more
Check out our 4.2 rating on Glassdoor to see what our people are saying.
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