Contact Center Technology Solutions Manager
Job ID #:  9329 
Company:  Expedia, Inc. 
Location:  USA - WA - Bellevue 
Functional Area:  Technology 
Employment Type:  Full-Time Regular 
Education Required:  Bachelors 
Experience Required:  5-7 Years 
Relocation Provided:  No 
   
 
Position Description
Expedia North America is seeking a Global Vendor Technology Solutions Manager to optimize, manage and evolve Expedia’s contact center technologies. The primary functions of this core team member will be to plan and strategize the optimized architecture of Expedia’s contact center environment, liaise with internal and external teams to implement and integrate new technologies, and function as a bridge between business needs and contact center technology capabilities.

The successful candidate will have a proven track record of successfully executing contact center network and application projects in a blended internal/outsourced contact center environment, managing the relationship and interaction between internal technology teams, internal call center operations and external contact center providers. Experience with offshore operations and the technical challenges associated with a geographically dispersed contact center network are required.

Candidates should have direct experience with the technical architecture of world-class, large-scale contact center environments, including CRM and Incident/Contact Management applications, CTI, reporting platforms and toolsets, dispersed data and telephony networks, network ICR, and AVAYA. In addition, they will have strong communication skills, abilities to creatively solve problems, and have a strong understanding of how to balance the abilities/interests of external contact center partners with the core requirements and capabilities of Expedia’s internal organization and architecture. This is an individual contributor role with potential team manager in the future.

Primary responsibilities include:

Operational Support
-Provide education and support to Expedia teams through interaction with internal and vendor technology teams
-Drive service level expectations of vendor-provided technologies and manage vendor to these performance standards
-Cooperate with and assist training organization with the socialization of process associated with technology or telephony as it is utilized by contact center personnel.
-Schedule, Lead and Manage Partner Technology Operational Reviews.

Project Support
-Assist in gathering business requirements for contact center technology projects.
-Assist in translating business requirements to technical specifications, configuration, administration, and use cases of technical tools/architecture.
-Provide expertise to business teams regarding vendor and internal technical environments and capabilities, helping drive strategies, set expectations, and effectively executed projects
-Work with partners, internal technology teams, real-time operations, and workforce management to schedule system maintenance and upgrades.

-Lead and manage technology audits of external and internal operations teams to determine level of compliance with technology standards and configurations.
-Provide communication to management regarding needs, capabilities
-Manage the development of and contracting for the technical and environmental aspects of vendor Statements of Work.
-Drive interactions between internal technology/business project teams and outsourcer technology teams to design architecture, scope, cost, and timelines for potential projects
-Proxy/Assist vendor project managers in providing updates to overall projects team of progress, risks, and budget as needed

Experience and Educational Requirements
-Bachelors degree required/Masters degree preferred
-Minimum 5 years experience working with and/or responsible for contact center tools, applications, networking and telecommunications -Experience working with outsourced contact centers
-Experience managing projects involving vendor-based technology teams
-Travel industry / hospitality experience preferred, but not required

Special Skills and Interests
-Strong written and verbal communication skills
-Strong project management and organizational skills
-Understanding of call center dynamics and economics
-Strong interpersonal skills
-Proven ability to execute in a matrix environment
-Proven track record of managing successful implementations of technologies that involved development by multiple parties