Full-Time VP, Business Systems Analyst (Req#1324)
Job Description
Open to remote workers residing in the following states: CT, FL, ME, MA, NH, NY (NO NYC), RI, SC, VT
This position will be responsible for overall platform management for various cloud-based and on premise omni-channel CX technologies. Included in this suite of products are CX applications such as SaaS voice, IVR, WFO, digital support, and Quality Management contact center solutions along with on premise biometric solutions. Acts as a liaison between external departments/owns matters of compliance, risk, and new product reviews/development. Lead deployment efforts when new systems are integrated or changed including functional and regression system testing, user acceptance testing, facilitation, training, deployment and support.
Work in partnership with the Director of Customer Experience in researching emerging technologies in the CX/contact center space, bringing timely recommendations to Consumer Banking executive leadership.
Key Responsibilities:
- Has overall responsibility for the day-to-day application-side management of the Bank’s contact center omni-channel solutions (currently Five9/Verint).
- Responsibilities include maintaining high levels of system stability and service quality by utilizing vendor support and Eastern resources. When issues do occur, identify/analyze potential solutions or workarounds through strong product knowledge. Attend internal technology impact meetings when appropriate.
- Manage internal product health in the compliance and risk spaces by assuring by owning the any reviews of our applications including documentation in Bank’s risk applications (Archer).
- Act as product “manager” of CSC technical assets in partnership with the Director of Customer Experience who will act as product “owner”. Suggest strategic changes/directions when appropriate.
- Act as division’s representations on any committee’s or teams managing new technology application rollouts.
- Using a high level of product management/project experience, represent the Customer Service Center, making sure their unique needs are identified an incorporated into all technology projects.
- Maintain positive, productive vendor relationships.
- Upon request investigate new contact center or CX solutions and provide strong, viable product recommendations.
- Once approved, work with Director of Customer Experience to build proposal documentation and return on investment information to aid in project approval. Candidate will help lead implementation teams of products once selected.
- The Contact Center Systems Analyst will assist the Director with various service-related projects including disaster recovery, merger and acquisition or new initiative preparedness.
- The candidate will be called upon to make numerous independent decisions daily, as they should have a strong understanding of their managers/divisions risk tolerances.
- Ability to liaise with management colleagues to stay in tune with department’s technology needs.
- Ability to manage technology impact issues calmly, through research analysis, provide solutions.
- Candidate should stay as informed as possible on contact center and CX technology trends.
Experience & Education:
- Experience working within financial services risk environment a plus.
- Ability to thrive in a high paced environment required.
- Experience in product/vendor management and/or analytics experience preferred.
- Associates degree in MIS or Management desired, but not required.
- Five9 Administration expertise (or willingness to be certified) is a plus.
- Has experience with vendor management, comfortable with holding resources to timelines/contracts.
- Project management experience required (certifications a plus).
How to Apply
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