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PRA Group (Nasdaq: PRAA) · 3 hours ago

Senior Director, Contact Center Technology Solutions

Norfolk, VA

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

PRA Group is a diverse and growing company that impacts the global economy. They are seeking a Senior Director to lead a team in advancing enterprise class contact center solutions, focusing on the Genesys Cloud platform implementation and managing third-party vendors within the CCaaS ecosystem.

BankingConsultingConsumer LendingFinanceFinancial ServicesGovernmentInformation TechnologyLegal

No H1B

Responsibilities

Develop and execute the CCaaS technology strategy, leveraging technical and operational expertise, aligned with customer experience, digital transformation, and company’s operational goals with an emphasis on implementing and optimizing Genesys Cloud

Leads strategic initiatives in the development and support of all aspects of contact center technologies, including dialing (inbound/outbound), automation, and enhancements to the employee experience

Oversee the programming, integration, and testing of software solutions, working closely with agile and cross functional teams to ensure successful deployment and adoption

Champion for strategic projects designed to drive efficiency, automation / technology enhancements and scalability

Researches, recommends, and executes projects to implement new technologies to drive business results

Oversees the ongoing support and enhancement of the CCaaS platform

Works collaboratively with infrastructure, and business support teams to ensure seamless execution of contact center workflows and processes

Manages call recording capabilities, ensuring the implemented solutions meet compliance, performance, financial, and usability requirements

Responsible for fostering relationships with third party vendors that provide the Genesys CCaaS platform and supporting technologies – including call recording, agent interface, out pulse capabilities, and workforce management

Experience in supporting the functions of inbound and outbound call routing, digital telephone technologies, performance monitoring software, and data integration processes

Ability to improve operational efficiency and service delivery effectiveness across contact center systems

Critical advisor to senior leaders regarding scoping, cost, and savings associated with new technology and development

Partners in the development of automated compliance controls

Partners with Compliance, Acquisitions, and General Council leadership to provide documentation, data, and seller audits and legal matters

Engages in real time to resolve technical issues, to include evenings and weekends as required

Build and lead high-performing teams to support the technical platform requirements of the CCaaS ecosystem

Promote a culture of accountability, service orientation, and continuous improvement

Lead resource planning, skills development, and performance management

Qualification

Genesys CloudCCaaS solutionsCloud-based technologiesUCaaS platformsDatabase platformsAutomation testingTeam buildingLeadershipProject managementCommunication skills

Required

Bachelor's degree in software engineering or similar field, or a demonstrable equivalent combination of formal education, on-the-job training, and/or work experience

10+ years of related IT (Software Engineering) experience

3-5 years of experience with cloud-based technologies

Previous experience with the management of Software Application Engineers, including Automation Testing Engineers

Minimum 12 years of experience with the implementation and support of enterprise contact center technologies (preferably in a Genesys Cloud environment)

Minimum 5 years of experience leading engineering teams in support of enterprise level CCaaS solutions

Minimum 5 years' experience leading large-scale enterprise technology deployments

Strong knowledge of UCaaS and CCaaS platforms (e.g., Amazon Connect, Cisco, Genesys, Five9, Nice) as well as communication tools for voice, video, chat, and collaboration

Extensive exposure to cloud-based platforms and support paradigms

Proficient with database platforms such as Microsoft SQL Server, Microsoft Azure SQL, Oracle Exadata, Oracle OCI and the associated tools and development environments that support those infrastructures

Deep knowledge and experience in migrating from legacy call center platforms to cloud-hosted modern platforms

Demonstrated experience in integrating multiple communication channels (voice, chat, email, video) to create a seamless customer and employee experience

Proven track record of managing multiple congruent technology projects to successful completion

Preferred

Master's degree preferred

Company

PRA Group (Nasdaq: PRAA)

Glassdoor3.4

As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers.

Founded in 1996

Norfolk, Virginia, USA

1001-5000 employees