Lead Technology Business Systems Consultant for Agent Controls and Live Chat Solutions - Driving Innovation and Excellence in Customer Experience

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences through innovative technology solutions. As a leader in the financial industry, we recognize the importance of staying ahead of the curve in terms of technology and customer service. Our Contact Center as a Service (CCaaS) team is dedicated to providing top-notch support to our customers, and we are seeking a highly skilled Lead Technology Business Systems Consultant to join our Agent Controls and Live Chat team. Job Overview In this critical role, you will lead complex initiatives to provide technological solutions with broad impact for cross-functional businesses and technology teams. As a key participant in providing strategic business solutions to company-wide technology initiatives, you will evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives. Your expertise will be instrumental in defining and leading detailed research on business and technology requests to develop efficient and accurate functional requirements. Key Responsibilities Lead complex initiatives to provide technological solutions with broad impact for cross-functional businesses and technology teams Act as a key participant in providing strategic business solutions to company-wide technology initiatives Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence company-wide technology solutions Lead project or systems documentation, and monitor and manage project schedules and deliverables Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems Ensure communication and information flow between business and technology teams Qualifications To be successful in this role, you will need to possess the following qualifications: Essential Qualifications 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Preferred Qualifications Experience in contact management technologies across Voice and Chat Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences Knowledge of the RCSA Risk Management Framework Knowledge of the Enterprise Third Party Risk Management framework Ability to consult, build, and maintain solid working relationships across all organizational levels Demonstrated team collaboration across resources from business, technology, and architecture Experience in problem solving & analysis working with end users to solicit requirements and current state analysis Experience in Agile methodology as it relates to product delivery, user story writing / creation – ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria Experience working in financial products across card products, lending, and banking Demonstrated technical acumen to allow for independent analytical research Strong analytical skills with high attention to detail and accuracy Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment Advanced Microsoft Office (especially Excel and PowerPoint) skills Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong technical skills, including experience with contact management technologies and IVR/IVA and call routing platforms Excellent analytical and problem-solving skills, with the ability to evaluate complex business problems and provide subject matter knowledge proficiency Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders Ability to prioritize work, meet deadlines, and achieve goals in a dynamic and complex environment Strong attention to detail and accuracy, with the ability to maintain and configure customer experiences Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Lead Technology Business Systems Consultant, you will have access to a range of career growth opportunities and learning benefits, including: Professional development opportunities, including training and education programs Opportunities for career advancement and growth within the company Access to a range of learning resources, including online courses and workshops Collaboration with experienced professionals and subject matter experts Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on a foundation of respect, integrity, and teamwork, and we are committed to creating a workplace where all employees feel valued and supported. Company Culture Highlights Diverse and inclusive work environment Collaborative and dynamic team culture Opportunities for professional growth and development Competitive compensation and benefits package Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation and benefits package, including: Salary range: $119,000 - $206,000 per year Comprehensive benefits package, including health benefits, 401(k) plan, paid time off, and more Opportunities for career advancement and growth within the company Access to a range of learning resources, including online courses and workshops Conclusion If you are a motivated and experienced technology professional looking for a new challenge, we encourage you to apply for the Lead Technology Business Systems Consultant role at blithequark. With our commitment to innovation, customer experience, and employee growth and development, we offer a unique and rewarding work environment that is sure to inspire and challenge you. Don't miss this opportunity to and contribute to the success of blithequark.