The Expedia Global Customer Operations (GCO) – Technology team is looking for an enthusiastic, experienced, and talented leader to drive the strategy and execution for our Enterprise Voice & Routing Platform that powers Expedia, Hotels, and EAN brands and the Workforce tools that support our global agent population. This is your chance to work with a focused team dedicated to driving innovation worldwide in Expedia centers and our contact center infrastructure supporting over four thousand agents and 10s of millions of customers globally across Expedia's brand portfolio annually. With your strong leadership, technical and technical skills you will have the opportunity to implement solutions that drive significant business benefit and visibility across the company.
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Support of existing Cisco UCCE Platform aka (Intelligent Contact Routing Solution – ICRS) new features and support of existing features
Platform scale of over 80M interactions annually for Hotels, Expedia, EAN, Hotwire and related brands
Systems critical to realize ~6% of company sales revenue via Telesales
Support for 30 contact centers supporting interactions in 30 customer languages
Drive platform vision for Routing & Workforce within GCO and beyond
Management and leadership of a team that includes Development, Test, TPM and Engineering function
Assist in translating business requirements to technical specifications, configuration, administration, and use cases of technical tools/architecture
Responsibility for custom developed agent provisioning systems for 10K+ agent population annually
Management of Call / Screen recording platform
Continued evolution of new voice channels (Web RTC VoIP, etc..)
Connectivity for 30+ Contact Centers worldwide to our ICRS core
Management and negotiation of multiple vendor contracts
Build out multi-channel routing and classification capabilities
Evolution of Single-Sign On framework for agents and back office users
Measure and manage Voice Quality (MoS scores) and trends
Develop next generation Agent Softphone via Cisco Finesse platform in partnership with Agent Tools team
Contract negotiation and creation of strategic partnerships with key technology partners
Representative for Expedia, Inc for the Cisco Customer Collaboration Board of Advisors
Skills Required Needed:
8+ years experience as Technology leader required
3-5 years experience with Cisco ICM/UCCE contact center implementation
Minimum 5 years experience with contact center implementations required
Prior experience leading a team of managers (manager of managers)
BA/BS degree in Computer Science or related discipline (preferred)
Excellent communication and organizational skills - must be able to translate between technical and business group
Demonstrated organizational and team building skills
Expertise in project planning, project management, and software development life cycles
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