Sr.Director, Contact Center

  • Highlands Ranch, CO, USA
  • Full-time

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

Visa operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.

In order to support our customers in these countries and territories, Visa has built a worldwide service presence through our contact centers.  We need a driven and innovative leader to manage the Contact Center Development team to continue to expand the solutions supporting these contact centers.  We need someone who can cultivate customer contact strategies, work closely with our senior business partners, manage an enthusiastic development team and implement these solutions.

This Senior Director will be responsible for maintaining, supporting and enhancing Visa Contact Center Platform applications. The individual identified will be responsible for managing all contact center initiatives for the enterprise Contact Center Platform.  This individual is also expected to oversee delivery leads for the effective execution of projects and initiatives.  These delivery leads are responsible for IVR application development, business process flow configurations, call flows, integrations with CRM applications, multi-channel management, reporting and maintenance.  The role will also be responsible for the operations and support of these solutions.  This new resource will report directly to the Head of the Client Systems organization.


Basic Qualifications

  • 12 years of work experience with a Bachelor’s Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

  • 15-18 years of experience with a Bachelor’s Degree or

  • 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)

  • Advanced degree a plus

  • - Certifications and accreditations in project management methodologies and disciplines a plus (e.g., PMP, ITIL, and Six Sigma)

  • Solid working understanding of the contact center technology and operations including, but not limited to intelligent routing, reporting, workforce management, call/screen recording, and multimedia channels

  • Experience in developing and delivering contact center routing, IVR applications, CTI and reporting to meet business objectives

  • Extensive experience in developing and delivering Contact Center Platform applications, integrations to associated backend and front-end systems, and technology capabilities aligned with technology trends in this space

  • Significant experience implementing large-scale projects, using a geographically distributed technology organization in a highly matrixed environment

  • Strong SDLC, project management, execution and delivery understanding with attention to detail around SLA metrics, accountability and operational excellence
    - Call Center, Contact Center, Customer Experience, CRM, and Analytics domain experience in the Financial Industry is a plus

  • Ability to work in a complex environment, Global/International experience and the ability to work across cultures and time zones

  • Positive influencing skills both verbally and through the preparation of written materials in order to build relationships and effectively communicate business needs to internal technology groups

  • Ability to interface and cultivate excellent working relationships both within technology, business and vendors

Additional Information

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Work Hours

  • The incumbent must make themselves available during core business hours.

Travel Requirements

  • The position requires the incumbent to travel for work 5% of the time.

Physical Requirements

  • This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.
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