If you are interested in this position:** Download the skills matrix using the button below and fill it out. Email us and attach the **completed skills form** and your **most recent resume** to us at: jobs@iodatasphere.com Please include '**7620MI Skills Form**' and your name in the subject line. Position Contact Center Delivery Lead Location Lansing, MI **Description:** Our client, Michigan Enterprise Call Center (MiECC), is looking for Contact Center Delivery Lead.
Both administrative and technical role, possesses superb leadership and interpersonal skills, and ensures delivering end-to-end customer-driven solutions.
Supports top management in executing IT strategic plans.
Analyzes business performance, industry trends, existing or new regulatory requirements and their impact on contact center operations.
Makes recommendations on alternative courses of action, including risk assessment, capital investment, and acquisitions needed to align IT strategy with agency strategic plan.
Requires good interaction skills with senior management and technical resources with ability to articulate and defend recommendations made.
Provide technical expertise, services, and solutions for contact center services.
Provides administrative and technical knowledge for activities including planning, designing, configuring, developing, testing, installing, and maintaining the contact centers both in the cloud and on-premises.
Ensures that adequate and appropriate planning is provided to direct architects, lead planning and interface development with multiple vendors and stakeholders to ensure customers requirements are met or exceeded. **This role requires the following:**
Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist.
Provides strategic vision on how they may be improved and developed. Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
Strong written and verbal communication skills.
Strong attention to detail with outstanding problem-solving skills.
Extensive analytical thinking and problem-solving skills. **Skills Required**
10 years - Experience as a Delivery Lead
Provides service delivery and support for contact center technology, IT projects that use Cloud technologies, Siebel, and Genesys. Possess the ability to effectivity communicate strategic strategies with Senior BRM, GM, and within the Agencies.
Experience Project Management, Change Management, Risk Management, issue escalation and status reporting.
Highly knowledgeable in voice telephony that integrates and communicates with devices and networks. Understands older public switched telephone networks (PSTN) and current day voice over internet protocol (VoIP/SIP) technology.
A subject matter expert with contact center technology
Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
Supports working in an agile and/or waterfall team environment
PMP Certification
Willing to provide support and escalation after business hours and weekends as required. **Skills Desired**
State of Michigan agencies, systems, policies, and standards experience #J-18808-Ljbffr
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at IO Datasphere, Inc. by 2x