The Director – IT Application Development will oversee the design, development, and implementation of software solutions tailored to the unique needs of Customer care, primarily served from call centers but also having a large contingent of Home-Based agents. This role involves managing a team of software developers of varying skills, collaborating with cross-functional teams, and ensuring the delivery of high-quality software products that enhance operational efficiency, customer experience, and business performance.

Artificial Intelligence is rapidly impacting the Customer Service industry and this position will champion integration and leveraging new technologies to improve the efficiency of the SSG internal business operation, and the agent and end customer experience. Innovation is key, which will be attained with a mixture of internal developed applications and tools, integrated with externally developed tools and solutions, each effort driven by business case justification.

The ideal candidate will have a strong technical background, excellent leadership skills, and experience in the call center industry. The leader will direct a global IT team of application development professionals building, implementing and supporting tools in a contact center environment. Responsibilities include but are not limited to the following:

Software Development and Implementation:

  • Direct the design, development, testing, and deployment of software solutions for call centers.
  • Ensure that software solutions are scalable, secure, and meet call center performance requirements.
  • Oversee the integration of software with existing systems and platforms used by call centers.

Collaboration and Stakeholder Management:

  • Work closely with call center managers, IT teams, and other stakeholders to understand their needs and translate them into technical requirements.
  • Communicate effectively with stakeholders to provide updates on project progress, challenges, and solutions.
  • Collaborate with third-party vendors and partners to leverage external expertise and technologies.

Quality Assurance and Risk Management:

  • Establish and enforce quality standards and processes for software development and testing.
  • Identify, assess, and mitigate risks associated with software development projects.
  • Ensure compliance with relevant regulations, industry standards, and best practices.

Technology and Innovation:

  • Stay abreast of emerging technologies, industry trends, and best practices in software development and call center operations.
  • Evaluate and implement new technologies and tools that can enhance software development processes and outcomes.
  • Drive innovation by encouraging the exploration of new ideas and approaches within the development team.
  • Bachelor’s degree in computer science, Software Engineering, or a related field. Advanced degree preferred.
  • 10+ years of experience in software development, with at least 5 years in a leadership or management role
  • Proven experience in developing and implementing software solutions for call centers or related industries.
  • Strong background in project management, including Agile methodologies.
  • Proficiency in programming languages such as Java, C#, Python, PHP or similar.
  • Experience with database management systems, cloud platforms, and software integration.
  • Knowledge of software development frameworks, tools, and best practices.
  • Strong leadership and team management abilities.
  • Excellent communication, interpersonal, and collaboration skills.
  • Proven track record of successfully leading and delivering complex software projects.
  • Analytical and problem-solving skills.
  • Ability to manage multiple projects and priorities in a fast-paced environment.
  • Strong attention to detail and commitment to quality.