Program Leader – Contact Centre at IBM


Introduction
IBM Application Consultants work directly with our clients on key initiatives. You will have the opportunity to build an in-depth understanding of their business issues and implement organizational strategies that drive adoption of change. We are looking for experts who can build credibility and trust with our clients and provide knowledge that addresses individual and unique business needs.
Your Role and Responsibilities
IBM’s iX Contact Centre Practice is a global consulting agency that builds digital solutions designed to create results. We specialize in leading contact centre and CTI technologies such as Genesys, Cisco UCM, BlueWorx, Verint, and Nuance among others, but our clients come to us for so much more than our technical expertise. We serve a community of future-focused industry leaders dedicated to building the next generation of digital experiences.
We are in search of a motivated, charismatic, consultative Program Leaeder to join our growing team. One who will contribute significantly to the aggressive growth objectives of the team and lead our client’s vision for delivering exceptional experiences for their customers and employees.
Reporting to the Practice Lead, the Program Leader will maintain an effective business relationship with the client's management team and influence the overall success of GBS offerings within the Contactr Centre ecosystem. Will work to determine the client’s needs and translate these needs into opportunities for IBM. Primary interfaces within IBM will be the GBS team (industry experts, solution owners, your GBS peers) and the client team (which has overall IBM account responsibility).
This role will contribute to the development and delivery of solutions to multiple industries, based on first-hand experience. Candidates will understand the challenges faced by the cloud based solutions today and will be inspired by the opportunity to work in a team to develop new processes and technologies to overcome these challenges. You must have the proven ability to lead Contact Centre solutions, particularily industry leading solutions such as Genesys PureEngage and Cisco UCCE solutions to new and existing accounts.
The Program Leader must have extensive delivery experience, a track-record of effective leadership and must be recognized as an expert within contact centres. This role will be accountable for the financial success and client satisfaction of engagements. Candidate will define criteria for the scope, risk and profitability of engagements, as well as the viability of new business opportunities.
They are responsible for developing lasting relationships based on mutual respect with clients’ decision makers and will direct the development of new solution offerings or methods to support the penetration of new markets. The Program Leader will contribute to and be held accountable for the attainment of business objectives. Individual will also support the health and development of the practice through regular communication and participation in mentoring or coaching activities. Develop strong and trusted relationships with other areas of IBM and with team members to achieve quick responses to client demands.
Required Technical and Professional Expertise
  • 8 Years delivery experience with Enterprise Software/Services environment (Specific to Enterprise grade Contact Centre core CTI platforms)
  • Record of delivery with both business & IT organizations
  • Critical Reasoning & Problem Solving
  • Strong Oral & Written Communication Skills
  • Experience with Genesys, Cisco Contact Centre and Nuance Speech Suites as a user
  • Cloud Technology Evangelist
  • Have Vendor Certifications

Preferred Technical and Professional Expertise
  • At least 8 years' industry experience;
  • A background in consulting or professional services industries is highly desirable

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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