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NAVA Software solutions is looking for a Dialer & Compliance Technical Lead
Details:
Dialer & Compliance Technical Lead
Location: Remote
Duration: 6 -12 months
Dialer & Compliance Technical Lead
The Dialer & Compliance Technical Lead plays a critical role in optimizing our entire customer lifecycle by owning and managing the technical details associated with our Outbound Dialing Capabilities and Use Cases. In this role you will support all aspects of ensuring optimal value attainment from our Five9 Platform, and Outbound Dialers by mitigating risk, refining our best-practices, and applying rigor around change management. You will work closely with Product Managers, Project Managers, Business Leads, Compliance Leads, and other staff within IT and Communications to define what needs doing, show us what good looks like, and directly contribute to our culture of ongoing improvement. In addition to the emphasis on the dialer and Compliance, you will contribute to supporting the daily operation and maintenance of our Five9 and Amazon Connect Contact Center solutions. A combination of analytical, communication, technical, and thought-leadership skills are critical to success in this role.
Essential Job Functions
Outbound Compliance and Dialer Subject Matter Expertise: Ensure that our dialer implementations are compliant, and that we can ensure compliance for various use cases including but not limited to Marketing / Sales, Operations, and Collections, plus Omni-Channel, etc...
Requirements Gathering: Collaborate with business stakeholders, and IT Leaders to understand their goals, processes, and requirements. Document and analyze these requirements to form a solid understanding of the business needs.
System Design and Planning: Develop detailed system specifications and design solutions that align with business objectives. Work with Product Managers, Analysts, System Administrators, Architects, and Engineers to ensure proposed systems meet business requirements and address concerns related Compliance, Data Quality, and IT Operations, within our Software Development Lifecycle.
Process Improvement: Identify opportunities for process improvement within existing systems and processes. Propose and implement changes to enhance efficiency, productivity, and overall funnel performance.
Investigation: Serve as a point of escalation where detailed investigations within the Communications Program are required. Analyze historical contact center data to extract insights and support decision-making processes within the Communications program. Ensure data accuracy, integrity, and reliability.
Testing and Quality Assurance: Develop and execute test plans to ensure that systems and applications meet specified requirements. Identify and address any issues or defects during the testing phase.
Documentation: Create comprehensive documentation, including user manuals, user experience / process flows, utterances, system documentation, and training materials. Keep documentation up-to-date as systems evolve.
Stakeholder Communication: Facilitate communication between business stakeholders and IT Operations, and Engineering teams. Ensure that all parties have a clear understanding of project requirements and progress.
Training and Support: Provide training and support to end-users on new systems and processes. Address any user issues or concerns and collaborate with the support team to resolve technical issues.
Other duties, as required Qualifications:
Contact Center as a Service: Minimum 5 years experience implementing and managing Omni Channel CCaaS Technologies including IVR, ACD, Dialer, Omni Channel, etc...
Outbound Dialer SME: 3+ years managing omni-channel outbound dialing campaigns across multiple business domains. Experience measuring and solving for outbound communication deliverability concerns. Direct experience managing outbound dialing in Five9 with an external compliance solution. Direct experience integrating multiple data sources for list management.
Omni-Channel and Outbound Compliance: Direct experience implementing and supporting solutions for -channel compliance, including but not limited to: TSR, TCPA, ISO 27701, CAN-SPAM, FDCPA, etc...
Analytical Skills: Strong analytical and problem-solving skills to understand complex business processes and recommend effective solutions.
Communication Skills: Excellent communication skills to effectively interact with both technical and non-technical stakeholders.
Technical Proficiency: Familiarity with various software and systems, as well as an understanding of programming languages, databases, and system architecture.
Project Management: Ability to manage multiple tasks and projects simultaneously. Knowledge of project management methodologies is often beneficial.
Adaptability: The ability to adapt to changes in technology and business requirements, staying updated on industry trends and best practices.