Director - Call Center Technology (REMOTE): ACS (Affiliated Computer Services)

This position is responsible for Technology Leadership for our HCMS Call Centers.

Primary responsibilities:

·         Provide Technology Leadership for our HCMS Call Centers.

·         Perform a client liaison role for technology strategy and thought leadership.

·         In Partnership with our Call Center business teams, maintain our Call Center Technology architectural blueprint and roadmap, and ensure conformity to that blueprint through the course of client engagement.

·         Forecast resource and skill needs proactively across the full technology landscape.

·         Lead Technology Implementation of Siebel for HCMS.

·         Proactively manage incidents, escalations and issues resolution to meet service level commitments.

·         Define and manage strategic, tactical, and operational plans in support of client needs, by committed delivery dates.

·         Identify and drive process and productivity improvements in client services.

Education and Typical years of Experience:

Bachelor's degree in IT, Computer sciences or business, or equivalent professional level work experience

A minimum of 10 years of experience in a successful task leadership or supervisory role including responsibility for capital and/or operating budgets, demonstrating strong organizational and task leadership skills.

·         Comprehensive understanding of various Call Center Technologies, including Case Management, Knowledge Management, Quality Management, Documents Management, Click-to-Chat, Survey, and CTI/IVR

·         Comprehensive understanding of HCMS Outsourcing business processes

·         Comprehensive understanding of Business Intelligence/Analytics

·         Comprehensive understanding of Call Center Operations (Agent skilling, call routing, escalations, workflow, etc)

·         Hands-on experience with End-to-End implementation of CRM (Specifically Siebel)

·         Hands-on experience with End-to-End implementation of Knowledge Bases (specifically KNOVA)

·         Hands-on experience with Technology Roadmaps with focus on System Retirement

·         Competence in system development life cycle with focus on customization vs. configuration

·         Experience with complex system integration architecture and infrastructure

·         Experience with BPO/ITO with focus on off-shore 3^rd party vendor model

·         Ability to work with Business Partners to drive Technology implementation/transition

·         Ability to work within shared service environments

·         Large project Technology implementation as well as operational experience strongly preferred.

·         Experience in managing multiple complex projects at the same time.

·         Experience in managing systems with users in diverse, global locations.

·         Experience in an onshore/off-shore development/production support model.

·         Knowledge of budgeting, financial tracking and forecasting of labor and non-labor based costs.

·         High degree of interpersonal skills to work effectively with others, motivate team members and elicit work output.

·         Ability to champion change and innovation in a dynamic environment.

·         Balanced ability to manage both details and the big picture.

·         Strong communication and presentation skills both written and verbal.

·         Business and organizational acumen to interface with both business leaders and technology leaders.

ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .