OverviewA Technical Program Lead in the Digital Transformation and Technology (DTT) department is a techno-functional leader responsible for influencing and implementing transformational technical strategies, initiatives, and programs that impact multiple areas of the organization. This role serves on the Support Ecosystem team, whose mission is to enable Chick-fil-A to provide simple, seamless support to customers, restaurants, and internal staff. This role is responsible for technical leadership of the solutions that support our contact center operations, including but not limited to, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management (WFM), and Quality Assurance (QA) solutions. The Technical Program Manager - Contact Center Solutions interacts with stakeholders in Support Now (Chick-fil-A’s service desk department), including the Workforce Management team, the Quality Assurance team, the Knowledge Management team, and the Strategy & Transformation team. To ensure successful delivery of technology solutions, this role will partner internally with many different roles in the DTT department, including software engineers, system architects, technical product owners, and other technical program leads. This role requires:
A solid understanding of contact center technology (ACD, IVR, IVA, WFM, and QA) with deep knowledge in at least one area.
An enterprise mindset and the ability to think strategically about long-term business outcomes that can be enabled by this program.
The ability to influence stakeholders to move complex aspects of the work forward.
A high degree of autonomy, rarely requiring input in day-to-day activities.
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
ResponsibilitiesTechnology Strategy and Planning:
Define and maintain a technology strategy and roadmap for contact center solutions, ensuring alignment with organizational goals and priorities.
Stay up-to-date on industry trends and best practices.
Influence organizational direction through technical knowledge of contact center technology.
In partnership with stakeholders, make technology platform selections and implementation partner decisions.
Technology Delivery and Execution:
Set development priorities team in alignment with business partner roadmaps.
Gather requirements and create documentation for contact center technology solutions.
Lead internal teams and external partners to implement technical solutions, ensuring seamless integration to existing platforms and systems.
Coordinate user acceptance testing and all necessary external validation efforts for system changes.
Own and manage support and maintenance of technical solutions, ensuring a high degree of uptime, security, and quality.
Monitor the performance of contact center solutions, identify areas of improvement, and implement proactive measures to prevent downtime and disruption.
Make decisions related to vendor management, budgeting, and planning.
Stakeholder Collaboration:
Develop and maintain strong and productive relationships with business stakeholders.
Act as Subject Matter Expert and knowledgeable point person for systems and platforms in this program.
Ensure transparency and alignment with stakeholders by providing regular updates communicating program milestones, learnings, and risks.
Minimum Qualifications
Experience leading technical initiatives or programs, with a focus on contact center solutions (such as ACD, IVR, IVA, WFM, and QA)
Ability to understand business needs and translate them to techno-functional requirements that deliver desired outcomes
Experience in driving teams and management to decisions
Preferred Qualifications
Experience with system integration/API patterns
Experience with service management and/or customer relationship management (CRM) systems.
Knowledge and/or experience with development approaches and techniques
Strong verbal and written communication skills
Excellent personal and relational intelligence
Demonstration of leadership and strong collaboration
Ability to quickly learn and comprehend technical systems
Self-starter who completes responsibilities with minimal supervision
Team player who is committed to both the team and the product
Strong decision-making skills with the ability to collaborate and make decisions in the gray
Sharp analytical and problem-solving skills
Ability to effectively manage vendors
Servant spirit with strong sense of stewardship
Minimum Years of Experience5Travel Requirements10%Required Level of EducationBachelor's degree or equivalent experiencePreferred Level of EducationBachelors DegreeMajor/ConcentrationTechnical Field of StudyRequisition ID2024-16596Job FunctionInformation TechnologyPosition TypeExperienced ProfessionalsPosting Location : LocationUS-GA-Atlanta