Technical Program Lead

3 weeks ago

Atlanta, United States Chick-fil-A Full time

Overview

A Technical Program Lead in the Digital Transformation and Technology (DTT) department is a techno-functional leader responsible for influencing and implementing transformational technical strategies, initiatives, and programs that impact multiple areas of the organization.

This role serves on the Support Ecosystem team, whose mission is to enable Chick-fil-A to provide simple, seamless support to customers, restaurants, and internal staff. This role is responsible for technical leadership of the solutions that support our contact center operations, including but not limited to, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management (WFM), and Quality Assurance (QA) solutions.

The Technical Program Manager - Contact Center Solutions interacts with stakeholders in Support Now (Chick-fil-A's service desk department), including the Workforce Management team, the Quality Assurance team, the Knowledge Management team, and the Strategy & Transformation team. To ensure successful delivery of technology solutions, this role will partner internally with many different roles in the DTT department, including software engineers, system architects, technical product owners, and other technical program leads.

This role requires:

* A solid understanding of contact center technology (ACD, IVR, IVA, WFM, and QA) with deep knowledge in at least one area.
* An enterprise mindset and the ability to think strategically about long-term business outcomes that can be enabled by this program.
* The ability to influence stakeholders to move complex aspects of the work forward.
* A high degree of autonomy, rarely requiring input in day-to-day activities.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

Technology Strategy and Planning:

* Define and maintain a technology strategy and roadmap for contact center solutions, ensuring alignment with organizational goals and priorities.
* Stay up-to-date on industry trends and best practices.
* Influence organizational direction through technical knowledge of contact center technology.
* In partnership with stakeholders, make technology platform selections and implementation partner decisions.

Technology Delivery and Execution:

* Set development priorities team in alignment with business partner roadmaps.
* Gather requirements and create documentation for contact center technology solutions.
* Lead internal teams and external partners to implement technical solutions, ensuring seamless integration to existing platforms and systems.
* Coordinate user acceptance testing and all necessary external validation efforts for system changes.
* Own and manage support and maintenance of technical solutions, ensuring a high degree of uptime, security, and quality.
* Monitor the performance of contact center solutions, identify areas of improvement, and implement proactive measures to prevent downtime and disruption.
* Make decisions related to vendor management, budgeting, and planning.

Stakeholder Collaboration:

* Develop and maintain strong and productive relationships with business stakeholders.
* Act as Subject Matter Expert and knowledgeable point person for systems and platforms in this program.
* Ensure transparency and alignment with stakeholders by providing regular updates communicating program milestones, learnings, and risks.

Minimum Qualifications

* Experience leading technical initiatives or programs, with a focus on contact center solutions (such as ACD, IVR, IVA, WFM, and QA)
* Ability to understand business needs and translate them to techno-functional requirements that deliver desired outcomes
* Experience in driving teams and management to decisions

Preferred Qualifications

* Experience with system integration/API patterns
* Experience with service management and/or customer relationship management (CRM) systems.
* Knowledge and/or experience with development approaches and techniques
* Strong verbal and written communication skills
* Excellent personal and relational intelligence
* Demonstration of leadership and strong collaboration
* Ability to quickly learn and comprehend technical systems
* Self-starter who completes responsibilities with minimal supervision
* Team player who is committed to both the team and the product
* Strong decision-making skills with the ability to collaborate and make decisions in the gray
* Sharp analytical and problem-solving skills
* Ability to effectively manage vendors
* Servant spirit with strong sense of stewardship

Minimum Years of Experience

5

Travel Requirements

10%

Required Level of Education

Bachelor's degree or equivalent experience

Preferred Level of Education

Bachelors Degree

Major/Concentration

Technical Field of Study

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