Customer Support Infrastructure Enhancement Lead

Description -

Job Summary

The role is responsible for infrastructure (systems / tools) enhancement and support within the Customer Care Centers for the following areas:

• Lead, own, manage, and serve as an SME for the Sprinklr tool for global CCC operations
• Ensure high availability, performance, and enhancements of the contact center infrastructure
• Support enablement and enhancement opportunities for infrastructure transformation initiatives
• Drive data analysis and provide meaningful business outcomes for AI infrastructure

The role contributes to operational readiness planning, analyzes performance reports, analyzes new technology, and fosters a knowledge management culture. The role also works independently to resolve moderate scope problems and ensure alignment with business requirements & outcomes.

Responsibilities

• Focal point for Sprinklr support into CCC operations and collaborating with DT/HP IT
• Lead AI deployments and enhancements in support of CCC strategy (Digital Contact Center)
• Ensure compliance with regulatory, GDPR, PCI, and legal requirements
• Support incident management and troubleshooting by working closely with all Partners & HP Badged Sites
• Engages in collaboration with regions and global teams concerning service and support planning, implementation, and performance
• Assists in developing comprehensive short and long-term plans to support the operational readiness and success of production services
• Analyzes operational reports to monitor business infrastructure performance and optimize operational processes Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence
• Typically has 2-4 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field or an advanced degree with little or no work experience

• Basic understanding of Contact Center and infrastructure supporting operations
• Understanding the HP CCC Footprint structure
• Experience supporting global multi-country contact center environments Preferred Certifications NA Knowledge & Skills
• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Stakeholder Management
• Problem Solving
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions Cross-Org Skills
• Effective Communication
• Results Orientation
• Collaboration
• Influencing
• Customer Centricity

Technical Skills

• Support ticketing basic knowledge - IMNow
• Basic knowledge of CCC tool usage and workings • Knowledge of HP’s AI transformation strategy

Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input. Complexity
• Responds to routine issues within established guidelines. Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO)-

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

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