Contact Center Strategy Liaison

WHY JOIN THE HARTFORD?
 
As a global leader in insurance, asset management and financial service products, we offer professionals every possibility for growth.  And whether we’re helping customers or building careers, we’re experts at creating the kind of advantages that help people reach their goals.
 
WHAT ARE WE LOOKING FOR?
BA/BS Degree required in IT or related technical field required 3+ Years experience in technical consulting or applications design required Genesys Certified Professional a plus VUI/IVR design experience a plus Verint/Witness implementation or administration experience a plus Understanding of VoIP Experience with voice and data integration in a large contact center environment Knowledge of Insurance or Financial Services Industry a plus Must maintain an expertise and knowledge in areas of contact center technology. Excellent communication and presentation skills. Ability to strategize about the use of technology to solve complex business problems. Vision and experience to solve complex problems in a cross-functional team environment.WHAT IS THE COMPENSATION OPPORTUNITY?
 
Our compensation philosophy is simple: we pay competitive base salaries and we reward performance. The salary range for this position is $62,000 to $94,000. In addition, you will be eligible to participate in our comprehensive benefits program including medical insurance (eligibility begins on the first day of employment), a 401K plan, and an employee Stock Purchase Plan.

WHAT ARE THE RESPONSIBILITIES OF THE POSITION?
 
Responsibility for understanding and communicating Contact Center application features, benefits, and technical trends in a manner that will support strategic business initiatives, with specific emphasis on Genesys call routing and Voice User Interface design.
Partner with multiple internal functions including segments, CIO, CCTS, CCRM, Research, Marketing, Finance and Underwriting.
Responsibility for numerous project team roles as they relate to Contact Center technology and strategy.
Responsibility for supporting initiatives integrating across a variety of technologies and serving as a Subject Matter reference or expert advisor. 
 
Accountabilities:
Capability Strategies:  Partner with business segments to understand their business strategies and how they translate into customer contact requirements.  Assess internal capabilities across business groups to determine desired state versus actual state.  Support Strategic Director and other business leaders to translate this information into an integrated Contact Center strategy.  Act as a  resource for business case and other project related documentation. Project Liaison:  Provide consultative, technical and implementation support to cross-functional teams.  Insure successful project implementation by providing leadership, training, and assistance to cross-functional teams throughout the project life-cycle including requirements gathering, design, deployment, and implementation.  Seek opportunities to leverage VUI and Genesys call routing capabilities from one business unit across other business units.  Act as a lead resource for business case and other project related documentation.  Develop risk analysis, mitigation, and disaster recovery plans and documentation as relating to VUI, call and screen recording, call routing, and analytics. Communication and Coordination:  Participate in communication of contact center strategy  to all areas and levels of the organization.  Act as team members on strategic initiatives outside of Service Operations in order to communicate, represent, and integrate Service Operations and Contact Center Strategy.  Work closely with segments to understand evolving needs.  Communicate technical concepts to non-technical internal clients.  Provide support on the development and maintenance of the CEMG intra-net site. Applications Conceptual Design & Deployment Support:  Provide leadership in the conceptual design, deployment, and testing of Contact Center infrastructure and applications.  Identify and utilize best practices to develop world-class, customer centric Contact Center as it relates to call flow design on a Genesys platform.  Insure design meets the strategic needs of Operations while leveraging the existing technical and architectural structure.  Develop and maintain strategic direction of  call flow best practices  and VUI design documentation for the CEMG department.

WHAT ELSE CAN YOU TELL ME? 
This position resides in our campus in Southington, CT. There is free and ample parking, with quick and easy access to both major interstates, I84 and I91. The Southington campus enjoys a smoke free, business casual environment. The Hartford has three full service cafeterias, an ATM machine, an on site medical facility, plus many more amenities.
 
An Equal Opportunity Employer
 
"Committed to building inclusion and leveraging diversity."