Technical Project Manager (Contact Center / IVR)
Location:
Austin , Texas
Posted:
August 26, 2017
Reference:
108729400
Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description
The Team

The Corporate IT (CIT)
organization is responsible for all facets of architecture, software development
and production support of key internal systems supporting areas such as Finance,
Revenue, Treasury, Human Resources, Legal, Contact Center and End User. Within
this organization, the Program and Business Management Office supports program
and business management across Corporate IT. Within this organization, the
Contact Center Technology Solutions (CCTS) team is responsible for the
application infrastructure utilized by Visa's contact centers in support of
customers, business, merchants and government entities in 170 countries and
territories worldwide.

Job Description

Visa's Contact Center
Technology Solutions (CCTS) team is looking for a passionate technologist that
will be responsible for delivering projects in support of our global customer
service organization. As a leader of strategy, planning, and execution/delivery,
you will help deliver cross-functional, high-priority initiatives in Visa's
Corporate IT. You will work with cross functional teams spanning multiple
products and technologies (Genesys, Openspan, Citrix) to scope a project, define
a plan for execution and communicate delivery timelines to the business
stakeholders. You will lead the team through the entire delivery lifecycle,
keeping the team on a track, motivating them, identifying risks, and resolving
issues as they arise. You will be a key member of the team and a key reason for
its eventual success. We are looking for someone who is passionate about
planning and executing, and can boldly lead happy, healthy teams in a fast paced
environment.

Responsibilities

- Manage complete lifecycle activity
for contact center platform infrastructure and software applications across
multiple functional areas including: voice routing, IVR applications, CRM
integrations, call recording, and reporting.
- Work across a diverse set of
technology teams and vendors to deliver the solutions that align to our business
partner's strategy and operational objectives.
- Assemble and lead
cross-organizational high performance teams, creating a collaborative
environment and driving projects from conception to completion.
- Provide
timely and accurate reporting to all stakeholders; hold regular cross
organizational management briefings.
- Proactively identify and mitigate
risks and issues.
- Maintain meticulous records of project and program
financials, issues, risks, decisions, schedules.
- Provide thought leadership
and recommendations to management based on best practices and experience working
in a global and diverse environment.

Qualifications
- 10+ years of proven experience
managing technically complex, cross-organizational, multi-stakeholder projects
in a highly matrixed environment.
- Call Center, Contact Center, Customer
Experience, CX, CRM, and Analytics domain experience.
- Experience in working
with agile/SCRUM development methodologies as well as tracking and process
management tools, e.g. Rally, JIRA.
- Ability to negotiate and gain consensus
between organizations where competing priorities exist.
- Excellent verbal,
written, and presentation skills with both technical and non-technical
audiences.
- Demonstrated ability to utilize influence, rather than direct
management authority, to properly manage divergent expectations across
stakeholders.
- Bachelor's Degree in Computer Science, Information Technology
or equivalent disciplines required. MBA or other related advanced degree
preferred.
- Certifications and accreditations in project management
methodologies and disciplines a plus (e.g., PMP, ITIL, and Six
Sigma).

Additional Information
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
All your information will be kept confidential according to EEO guidelines.

A little about us:
As a global company at the forefront of the electronic payments industry, Visa is a dynamic organization.

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