Capability Manager - Cisco

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D&BT Capability Manager, Telephony

As a D&BT Capability Manager you will define the vision for Telephony capability and relentlessly pursue high business value and return on investment through the scope you prioritise. You will partner very closely with business owners, process owners and other subject matter expertise, to negotiate impactful Minimum Viable Products (MVPs). You will also keep the customer at the very center of your thinking. You will report into Director of Service Systems, CRM Capability.

Major Areas of Responsibility

For an assigned initiative within the CRM business capability

* Work closely with Stakeholders to define impactful longer-term roadmaps and agree near-term scope of work to be delivered year on year

* Use allocated budget wisely to achieve optimum return on investment for Refinitiv and your customers

* Demonstrate skill and experience at eliciting and assessing needs and outcomes, keeping the customer at the very center of your thinking, always challenge questionable scope

* In close partnership with other technology experts, use yours and their collective experience of Telephony & CTI processes to co-invent impactful solutions for agreed priorities. Use tools, techniques and templates to help assess, collaborate and socialise your ideas.

* Develop and maintain a good relationship with stakeholders and team members alike. Participate in agreed ceremonies and rituals. Be present, proactive and collaborate often.

* Maintains a good understanding of industry technology trends such as Contact Center and CTI technologies, Cloud and software-as-a-service, plus business analysis techniques

* Remain current with company news, policies, products and culture. Keep mandatory training up to date.

Essential Skills

* Should have 10+ years of experience working with Contact Center applications like Cisco UCCE and Cisco CVP integrating into Salesforce through Bucher & Suter

* Possesses a deep understand of Intelligent call routing from Cisco UCCE and Cisco CVP

* Proven record of migrating companies of the size of Refinitiv from on-premise to hosted Cisco contact center

* Also should have working experience on Quality & Workforce Management from vendors like Calabrio or Verint, Reporting and Analytics (including Speech and Text analytics) from Cisco CUIC, Calabrio, eGain/Exony and data warehouse and business intelligence solutions and tools such as Business Objects and Tableau

* Should have already implemented at least 2 large scale deployment of Contact Center solution with the above-mentioned Technology stake

* Proven training in agile or other software development lifecycle methods

* Experience of working in an outsourced, multi-vendor environment including the SIAM integration and management model

* Should have worked on 3 or more major transformational projects using Agile methodology

Desirable Skills

* A good understanding of project management methods, the software development lifecycle and enterprise architecture principles

* Knowledge of the financial markets

* Knowledge of the regulatory regime with SOX, GDPR, MiFiD II

* Ability to work in a diverse multi-cultural environment with colleagues from around the world

* Knowledge of the AGILE development and implementation model

* Knowledge ServiceNow service management suite

* Knowledge of network and security considerations in a hosted environment

There are many selling points to this role including:

* Working for a global brand that invests heavily within its workforce

* Moving into a fast paced environment backed by the financial power of a global giant.

* A chance to use your sector expertise to help build our global client base

* A competitive salary and commission structure

* The opportunity to work as part of a highly skilled team

If you are interested please apply below or email !