Leader, Interactive Voice and Chatbot
Company: Western Union
Location: Denver
Posted on: September 17, 2023
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Job Description:
Leader, Interactive Voice and ChatbotAre you ready to develop
and define the vision, strategy and roadmap for interactive voice
(IVR) and chat (Chatbot) servicing channels; within a global
financial services company, helping to transform and optimize our
customer experience platform and functionality? Are you skilled and
experienced at developing both internal and external partnerships
while using an Agile framework to use data analytics to define,
track, and measure results? Are you interested in joining a
globally diverse organization where our unique contributions are
recognized and celebrated, allowing each of us to thrive? Then it's
time to join Western Union as our new Leader, Interactive Voice and
Chatbot.Western Union powers your pursuit.In this unique global
role, you will lead and develop a small team of talented
professionals to design and govern processes for the following:Role
Responsibilities* Defines strategy to ensure successful attainment
of KPI's and other Success Metrics, with focus on containment and
self-service capabilities* Conducts Regular Backlog Grooming &
Sprint Planning sessions, setting overall Portfolio Prioritization
for Stories and Epics* Ensures the Conversation Assistant Portfolio
maintains a healthy cadence for continuous customer experience &
performance improvement and overall optimization opportunities.*
Continually evaluates industry and technology trends to keep pace
with and achieve future visions for future portfolio growth
opportunities and overall improvement, including emerging
conversational, AI and automation solutions.* Responsible for
Overseeing Overall Application Health and Vendor Management.*
Management responsibilities include overseeing, coaching and
assigning work for a globally distributed team with functional
roles that include UAT, Business Analysis and Product Owners.*
Manage, mentor and train other Specialists.* Assist with special
projects as they arise and actively participate in initiating and
implementing process improvements.Role Requirements* Bachelor's
Degree* Minimum of 10+ Years Experience Working with Call Center
Environments* Minimum of 10+ Years Experience working with a
variety of digital, voice channel/telecom, middleware, network*
Minimum of 10+ Years Experience working as an Application Manager,
Product Owner, Product Manager or combination* MUST possess
advanced knowledge of and experience working with a variety of AI,
Conversational Technologies, including Chat and IVR/IVA
Technologies along with Carrier/Provider Telecom solutions.We make
financial services accessible to humans everywhere. Join us for
what's next.Western Union is positioned to become the world's most
accessible financial services company -transforming lives and
communities. We're a diverse and passionate customer-centric team
of over 8,000 employees serving 200 countries and territories,
reaching customers and receivers around the globe. More than moving
money, we design easy-to-use products and services for our digital
and physical financial ecosystem that help our customers move
forward.Just as we help our global customers prosper, we support
our employees in achieving their professional aspirations. You'll
have plenty of opportunities to learn new skills and build a
career, as well as receive a great compensation package. If you're
ready to help drive the future of financial services, it's time for
Western Union. Learn more about our purpose and people at
https://careers.westernunion.com/.SalaryThe base salary range is
$116,174.93-$154,899.91- $193,624.89 USD per Annual, plus a 15%
performance based Bonus and 5% stock grant incentive that align
with individual and company performance. Actual salaries will vary
based on candidates' qualifications, skills, and
competencies.BenefitsYou will also have access to short-term
incentives, multiple health insurance options, accident and life
insurance, and access to best-in-class development platforms, to
name a few (https://careers.westernunion.com/global-benefits/).
Please see the location-specific benefits below and note that your
Recruiter may share additional role-specific benefits during your
interview process or in an offer of employment.We are passionate
about diversity. Our commitment is to provide an inclusive culture
that celebrates the unique backgrounds and perspectives of our
global teams while reflecting the communities we serve. We do not
discriminate based on race, color, national origin, religion,
political affiliation, sex (including pregnancy), sexual
orientation, gender identity, age, disability, marital status, or
veteran status. The company will provide accommodation to
applicants, including those with disabilities, during the
recruitment process, following applicable laws,
Keywords: Western Union, Denver , Leader, Interactive Voice and Chatbot, IT / Software / Systems , Denver, Colorado
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