Complaints Director overseeing pharmacy complaints, investigations, and regulatory compliance for Alberta’s pharmacy regulator. Leading teams, legal referrals, policy development, and public protection initiatives.
About the role
- Director leading Genesys CX transformation and complex contact center implementations for TTEC Digital. Managing client relationships, delivery teams, executive presentations, solution development, and project profitability.
Responsibilities
- Manage projects and teams for complex contact center applications.
- Own end-to-end project success, customer conversations, profitability, and customer success.
- Lead Genesys Cloud implementation teams and customer requirements sessions.
- Develop customer, business development, engineering, marketing, and partner relationships.
- Lead opportunity qualification, data gathering, solution development, proposal support, RFP responses, solution reviews, and ROI business cases.
- Review technical efforts across all project phases.
- Explain Genesys platform capabilities and apply them to business needs.
- Deliver TTEC's CX Transformation value proposition and provide competitor insights.
- Coach and mentor delivery teams and develop talent.
- Communicate with and influence executives across business, technology, and partner organizations.
- Manage budgets using Agile and waterfall sizing approaches and FinOps.
Requirements
- Bachelor's degree in computer science, IT, or engineering preferred.
- 12 or more years' experience in Contact Center and UC environments.
- 7 or more years of Genesys project leadership.
- Experience creating roadmaps and documenting end-to-end project approaches.
- Experience with Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone, and/or other cloud telephony platforms.
- Experience with enterprise-level Genesys Cloud architecture for complex business needs.
- Experience creating and presenting to executive-level technical and non-technical stakeholders.
- Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies.
- Customer-facing presentation, implementation team leadership, pre-sales, and post-sales capabilities.
Benefits
- Great Place To Work 2024-2025 certified employer
- Equal opportunity and diverse, inclusive workforce
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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