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DeVry Education Group Solutions Manager - Contact Center Technologies in Downers Grove, Illinois

The Solution Manager - Contact Center is responsible for successfully managing, advancing and delivering technology solutions and services to meet the business objectives of the organization's institutions. These solutions are specifically related to the set of applications and telephony infrastructure that support call centers and contact center colleagues across all of Adtalem. The Solution Manager is the technology point person on the project team and personally contributes to the technical deliverables throughout the project.

  • Act as an IT contact/interface to the business, able to translate business requests into technical solutions.

  • Deliver consistent contact center solutions and services.

  • Develop business requirements by interviewing Subject Matter Experts, gaining understanding of the technology that will be used to provide the solution, and documenting the requirements.

  • Develop Functional Specifications and Designs as needed.

  • Remain up to date on external contact center trends, benchmarks and features.

  • Contribute to the evaluation, selection and integration of vendor packages, focusing on workforce management and customer relationship management (CRM).

  • Assist other teams to ensure all project deliverables and outcomes are implemented on time, on budget, and within scope to meet the expectations of the project sponsor and owner.

  • Employ proper management in the areas of project scope, schedule/time, finance, quality, resource, communication, risk, and procurement for successful project outcomes.

  • Develop recommendations, action plans and necessary documentation following the approved project methodology.

  • Assure that the business case for an initiative is within corporate strategic IT Plan and provides assistance to the business; create the Return on Investment (ROI) documentation.

  • Work with assigned technical resources to develop and document technical specifications.

  • Work with business sponsors to ensure that appropriate approvals are gathered at appropriate tollgates.

  • Completes other duties as assigned.

  • Bachelor’s degree in information technology, computer science, engineering or related field - or equivalent combination of education and recent, relevant work experience.

  • 5+ years’ experience with contact center technologies, demonstrating highly competent abilities in project delivery techniques and methodologies.

  • Working technical knowledge of contact center management systems, including Salesforce CRM, cloud-based contact center solutions such as inContact, knowledge base, telephony, workforce management and training.

  • Experience contributing to multiple call center-focused programs and projects simultaneously, in order to drive overall performance improvements.

  • Experience with 99.99% availability with contact center technologies in a high-volume environment

  • Experience with system management processes, business requirements, solution design and configuration, and user acceptance testing.

  • Experience working in an environment which follows a structured development process.

  • Strong verbal and written communications skills.

  • Strong problem-solving, organizational, and analytical skills.

  • Ability to work with both technical and non-technical team members.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Chamberlain University, EduPristine, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

Req Number: 2019-109273

Department: Information Technology

FLSA U.S./Global Status: U.S. - Exempt