Leader, Interactive Voice and Chatbot

Company: Western Union
Location: Denver
Posted on: September 17, 2023

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