Philips Healthcare is seeking a Contact Center Technology Product Support Engineer to be based in our Customer Care Solution Center based in Alpharetta, GA.

•     Leads in establishing the global vision for the future of the customer service experience

•     Functions as a leader for the CCSC on global process and technology improvement projects

•     Function as the new service applications technology introduction representative from the CCSC and works with GSP to ensure applications serviceability and integration.

•     Ensures service readiness for new applications to include functionality, usability, training, and documentation.

•     Evaluates and ensures that specified service requirements are met prior to new service applications introduction

•     Determines launch readiness for all new applications and provides signoff for the CCSC

•     Drive applications reliability issues to ensure that issues from the CCSC are properly reported to the support teams for resolution

•     Qualify and maintain the top CCSC applications issues and problem lists and drive resolution through GSP and or IT

•     Reports and drives actions to reduce variability on key service measures that influence CCSC operational costs

•     Performs analysis of issues and develops business plans to drive applications design changes in GSP and works with the global CCSCs to implement improvement programs

•     Achieve the highest level of service possible through the development and implementation of state of the art tools and processes

•     Create and distribute reports reflecting service levels, forecasting and manpower requirements for overall CCSC service support

•     Provide management with detailed information regarding service applications performance, reliability, and availability

•     Oversees integrity of  CCSC operations, including facilities and DRP planning

Your Profile: 

•        Four-year degree in a technical or business related field.  MBA Preferred.

•        A thorough knowledge of Call Center technologies and operations.

•        I3 (Interactive Intelligence) experience is required.

•       10+ years working in or supporting Customer Service Call Center operations and applications (Amdocs Clarify, SAP, Interactive Intelligence CIC, Recorder, and Optimizer)

•        5+ years experience with Call Center Strategic Planning.

•        Excellent communications skills at all levels of the organization. 

•        Goal/result oriented; able to initiate and drive changes to completion.

•        Ability to collaborate and coordinate cross-functionally.

•        Self Motivated and self-directed.   Normally receives little instruction on day-to-day work and general instructions on new assignments.

•        Demonstrated Project Management methodology knowledge.  PMP or Six Sigma certification a plus.

•        Demonstrated success solving problems of diverse scope utilizing analytical skills where solutions are unknown.

•        Skilled in the use of Microsoft Office products and tools.

•        Experience delivering user training preferred.

Philips is an equal opportunity employer.