Engineering Director - Contact Center (JoinOCI)
Location: Santa Fe
Posted on: May 27, 2023
We are looking for a dynamic leader for contact center with the following:
Experience driving transformational change to improve the customer and agent experience, such as omnichannel routing, workforce management, intelligent virtual agents.
8+ years of working experiences of developing and delivering contact center solutions to enterprise business groups to optimize agent and customer experiences, including IVR call flows, omnichannel engagement, natural language and speech, and web services integration.
In-depth technical knowledge of front and backend of contact center services, including agent / supervisor / admin experiences, real time and historical reporting, recording, call back, workforce management, and integration with business data and systems.
10+ years of experiences building world-class software products and teams, including scaled agile development, CI/CD, Java/J2EE, REST APIs, micro-services.
Knowledge of industry standard contact center applications and components, such as PBX, call routing, CTI, IVR, WFM, call recording, callback, omnichannel, NLP and speech, preferably Genesys.
Working knowledge of cloud computing, network protocols (HTTP, TLS, MRCP, RPC), and VoIP (SIP, SRTP, webRTC)
Strong communication and presentation skills, experience presenting product to an audience, in meetings, to stakeholders, 1-1 and to executive teams
Bachelor of Science in Computer Science or related field. Advanced degree preferred.
Partner with OCI and business group leadership to define strategic roadmap and product needs and service evolution in the context of changing business requirements.
Own and maintain prioritized product backlog and work closely and proactively with business groups to ensure communication and alignment with business success and operational priorities.
Lead the design and end to end delivery of contact center capabilities to drive better services to Oracle customers, agent satisfactions and efficient operations.
Define and own KPI metrics to drive continuous improvement in agent experience and service availability and operability and ensure that service level agreements (SLAs) are met or exceeded.
Implement the best practice of agile software development with test automation, continuous integration and deployment, change automation and service delivery that can scale to a large number of enterprise business groups.
Work closely with team members and cross functional teams to ensure high quality end to end project delivery, from backlog planning, requirement definition, architectural design, development and testing, user acceptance and go-live with customers.
Lead and develop a team and cross functional partners with a clear vision and strategy.
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated location(s)
California Pay Range: from $135,100 to $285,400 per annum. May be eligible for bonus, equity, and compensation deferral.
Colorado Pay Range: from $127,600 to $256,900 per annum. May be eligible for bonus, equity, and compensation deferral.
New York City Pay Range: from $127,600 to $271,100 per annum. May be eligible for bonus, equity, and compensation deferral.
Washington Pay Range: from $142,600 to $271,100 per annum. May be eligible for bonus, equity, and compensation deferral.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
Oracle is an Equal Employment Opportunity Employer ***** . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
*** Which includes being a United States Affirmative Action Employer**
Keywords: Oracle, Santa Fe , Engineering Director - Contact Center (JoinOCI), Executive , Santa Fe, New Mexico
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