Director, Operations Analytics & Infrastructure
Tasks
- Architect core infrastructure
- Automate manual workflows
- Coordinate cross-functional operational improvements
- Define and track operational KPIs
- Design routing logic and dialer strategy
- Develop IVR workflows
- Drive AI automation projects
- Ensure system reliability
- Establish data governance standards
- Execute full project lifecycle
- Lead analytics and optimization
- Maintain regulatory compliance
- Manage data science and AI initiatives
- Manage vendors and contracts
- Mentor distributed teams
- Oversee contact center platforms
Perks/Benefits
Skills/Tech-stack
AI Automation | Business Intelligence | Contact center | Contact center platforms | Data Governance | Data Modeling | Dialer Strategy | IVR | Looker | Machine Learning | Predictive Modeling | Python | R | Routing logic | SQL | TCPA compliance | Tableau | Vendor management
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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