AVP - Contact Center Technology

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary :

Leads a team of engineers and analysts in the advancement of customized contact center solutions, with a major focus on the upcoming Genesys Cloud CX platform implementation. Provides technical direction and solutions in relation to automation, dialing strategies, call recording / grading, user interface and data collection. Manages all third-party vendors under PM ownership to include review of statements of work, contracts, and invoices. Serves as cross-functional liaison to corporate technical projects and operation. Advises senior leadership on cost and ROI of new technology and risk assessment of new and current processes.

Professional Experience / Qualifications :

• Bachelors in Computer Science, Business Management, Information Technology, or related field or equivalent; Master’s degree preferred
• Minimum 12 years of experience with call center technology and telephony systems
• Minimum 5 years of experience leading a team
• Proven ability to implement, configure, and support Genesys Cloud CX contact center solutions in large-scale environments
• Experience in understanding and functioning of outbound dialer, inbound blend, interactive voice response (IVR), system production equipment, telephone systems, performance monitoring software, design and spreadsheet import and exporting of data preferred
• Extensive and proven SQL experience
• Proficient with the following database applications : Microsoft DTS / SSIS, Microsoft SQL Server 200 / 2005 / 2008, Oracle 8i / 9i / 10g, PL / SQL, SQL Plus, Transact SQL
• Proven track record of managing multiple congruent projects to successful completion
• Experience in writing technical documents, statements of work and contracts

Key Responsibilities :

Supervisory Responsibilities :