Director, Customer Contact & Call Center Technology

Job Title:

Director, Customer Contact & Call Center Technology

Location:

Block 23

What you'll do:

This will start as a contract-to-hire position. As a senior leader in the Digital Transformation organization, you are responsible for defining the overall technical strategy for the Customer Contact and Call Center technology ecosystem that powers our service and sales fulfillment customer experiences through voice, chat, messaging, SMS, and self-service/AI channels.

You are entrepreneurial, a builder, and an innovator with a passion to see your ideas turn into a positive impact for our clients. You and your team will craft the customer experience leveraging various technology components to deliver an outstanding experience for our customers. You will envision, build and maintain phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training, and optimization of the same in order to support our Business Banking and Treasury Management customers.

Key relationships are with support teams (Operations; Training; QA; Product), and Technology (Networking, Telephony, Enterprise Architecture, Marketing Technology & Experience Design).

What we are looking for:

Responsibilities:

• Put the customer at the center of everything we do.
• Develop and implement a strategic vision for the Western Alliance Bank Customer Contact and Call Center Technology organization
• Continually optimize the customer journey through various entry points and channels of choice
• Stay abreast of emerging industry trends, and identify opportunities to elevate the overall customer experience
• Build and maintain a stable and scalable technology platform including voice, messaging, chat, SMS, and self-service/AI channels.
• Own the relationships with our Contact Center technology vendors and partners holding them accountable for performance and expectations as well as leveraging and drive them to increase production capabilities and functionality
• Analyze metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.
• Continually drive business improvements by bringing forward actionable insights to counterparts in the enterprise
• Own user management process, license requirements for contact center technologies
• Leads evaluation and integration of vendor packages focusing on technology to enhance customer experience by increasing agent engagement and empowerment
• Manages compliance with all IT governance standards through approved tools, templates, policies, procedures, and processes
• Hands-on experience administering large-scale, high-availability systems and the tools to monitor performance and availability

Qualifications:

• Bachelor’s degree is strongly preferred
• Minimum 10 years experience in a contact center technology role
• Demonstrable experience with Know You Customer processes and fraud prevention strategies
• Must bring forward-thinking, startup / DevOps mindset engineering leadership
• Experience Service Oriented Architecture applications
• Cloud SAAS experience
• Conversation design / UX preferred
• Strong organizational skills
• Strong troubleshooting skills across multiple platforms
• Inspirational leader and motivator
• Experience building, leading, and mentoring a team
• Strong analytical skills
• Demonstrated process improvement methodology and results
• Expert at delegation and prioritization to meet deadlines
• Excellent communication skills for any audience from detail-oriented engineers to CEO
• Demonstrate effectiveness at achieving results through others

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified app