Posted On: 10-20-2015
Position Title:  Liaison – Call Center Systems
Job Location:
Memphis, TN
Apply at:—call-center-systems/job

Liaison – Call Center Systems—call-center-systems/job


Job Purpose:

Primary contact for Information Technology Systems relationship for all assigned business areas for Contact Center Operations. Responsible for tracking in a systematic process all requested enhancements to Contact Center Operations existing systems for assigned business area(s) and working in collaboration with other IT Business Services Managers to determine common request for the requested work. This entails conferring with Contact Center Operations Sr. Directors/Directors to determine application and information needs, identifying business opportunities and delivering applications and processes to meet these needs.



Demonstrates understanding of general information technology, strong interpersonal skills, excellent negotiation skills, tangible and documented understanding of project management methodologies and practices. Previous experience evaluating technology offerings for business adoption readiness. High levels of organizational skills and analytical thinking, excellent interpersonal/communication skills are required to manage senior executive relationships. Ability to work across groups managing individuals both directly and indirectly to achieve a common goal. A solid understanding of change management, the importance of it, approaches, key tasks and timelines. Requires strong knowledge of basic telephony system management and MS Excel. Database knowledge and management a plus. Knowledge ordinarily acquired through a Bachelor’s degree plus 5 years of experience in a contact center operations, contact center systems, contact center management or vendor management experience or in information technology. Must possess a valid driver’s license.