Job DescriptionThe Client Care Digital & AI Services organization in Visa Client Services enables world-class client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value.
The Director, Contact Center Platform within the Client Care Digital & AI Services organization leads the delivery of Voice and Chat solutions and the related Digital & AI capabilities for CS Client Care Transformation initiative, manages product development for Contact Center platform and acts as an SME providing Contact Center solutions expertise to deliver Visa's world-class client servicing experiences. The Director, Contact Center Platform facilitates cross-functional communication, stakeholder engagement and execution risks/dependencies management to enable effective deployment and continuous improvement of Voice and the related Digital & AI servicing capabilities.
Responsibilities:
The Director, Contact Center Platform leads product development for Genesys Cloud Voice & Chat out-of-the box platform solutions within CS Client Care as well as the related Digital & AI solutions in support of CS Client Care Transformation initiative
- Define product roadmap and requirements based on Client Care servicing lines of business strategy
- Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
- Oversee the definitions of detailed epics, well-formed features, user stories and acceptance criteria
- Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
- Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
- Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
- Review and approve development work completed by the Technology team
- Manage post-release metrics and gather operations teams feedback, insights and enhancements
- Track, measure and report the resulting value & benefit realization
- Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
- Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments
- Lead the team of product managers to ensure on target execution of deployments across the Contact Center platform
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- 10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
Preferred Qualifications:
- 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
- 8 years proven expertise and experience in product management for Contact Center platform solutions in servicing organizations.
- Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
- Demonstrated ability to lead cross disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
- Strong problem-solving skills, with demonstrated analytical rigor and attention to detail. Leverage data and analytics to make informed decisions, track the progress of digital initiatives, and identify areas for improvement.
- Excellent communication and storytelling skills, capable of engaging both C-level business stakeholders and technical architects.
- Ability to manage multiple initiatives simultaneously, ruthlessly prioritize to maximize value creation and adapt to evolving business needs.
- Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the initiative are called out early.
- Knowledge of AI-powered customer experience and contact center platforms for voice and digital channels is highly desirable.
- Experience with Jira, Jira Align or other agile tools is preferred Strong people leader with track record of building high performing teams.
Additional InformationWork Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
U.S. APPLICANTS ONLY: The estimated salary range for this position is 173,100.00 to 276,800.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program. 
