New Telephony Lead, Contact Center Job in Corona, CA!
Position Title: Telephony Lead, Contact Center

Position Number: 334673

Location: Corona, CA 92881

Position Type: Temporary

Required Skill Set:

Financial Analysis, IVR, Telephony

Position Description:

**C2C is not available**
**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Telephony Lead, Contact Center Telephony Systems-Strategic
Duration:12 Months plus
Location: Corona, CA

Job Details

Telephony Lead, Contact Center Telephony Systems-Strategic


Experience in:
• Ability to Explore new telephony capabilities to determine feasibility and benefit of bringing to the call center
• Business Case Development including building ROI
• Design, improve and enhance caller experience via telephony systems via exploration of innovative technology components
• Work with analytics to identify areas of improvement and present via data driven design
• Insure IVR and Routing design adheres to industry best practice Branding standards
• Lead development and execution of strategy, future telephony functionality, enhancements and capacity management to meet the evolving needs of the business with collaboration Contact Center Operational leaders and IT
• Participate in governance and change control/management activities
• Coordinate with testing, technical, business, reporting, and vendor teams to review and approve business and technical requirements planning and design sessions
• Drive IVR self-service utilization improvements
• Collaborate with business intelligence team to validate and investigate data for reporting and analytics
• Manage queue treatment change requests
• BA/BS degree in related field or equivalent experience
• A minimum of 4 years of experience in contact center telephony technology domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics, etc.), operations experience
• Bilingual a plus
• Experience leading small to large projects
• Ability to work effectively within matrixed organizations and develop strong partnerships with both IT and business partners
• Ability to navigate through large and complex organizations
• Strong customer service skills
• Extensive understanding of SDLC, Agile, change management, application development, infrastructure and industry best practices
• Ability to analyze, document, and present to senior IT and business leaders
• Critical, strategic thinking, meeting facilitation, outstanding verbal and written communications, and interpersonal interaction skills are required
• Healthcare business acumen
• Self-starter requiring minimal supervision


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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)
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About Rose
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