Product Manager
Dallas, Texas, United States
· Responsible for oversight, management, and development of internal call center telecommunications (telephony) system (consisting of 425+ call center agents within 12 internal call centers). · Responsibilities included project management of new implementations, design and development of call center telephony solutions (IVR, speech recognition, skills-based routing, real-time and historical reporting), and managing ongoing support after implementation. Also included review and management of… Show more · Responsible for oversight, management, and development of internal call center telecommunications (telephony) system (consisting of 425+ call center agents within 12 internal call centers). · Responsibilities included project management of new implementations, design and development of call center telephony solutions (IVR, speech recognition, skills-based routing, real-time and historical reporting), and managing ongoing support after implementation. Also included review and management of all knowledge, processes, and documentation related to the system. · Managed the project to select the specific vendor of choice, from RFI/RFP through contract negotiations and implementation. · Primary point of contact with vendor, reviewing support issues, billing issues, and future direction of product. Show less