Job Description

Position Description

Seeking an innovative and passionate Principal Contact Center Lead to manage key components of Ally's next generation Customer Care Platform. The ideal candidate will possess technical leadership experience on the Genesys Cloud platform across all channels and is passionate about delivering a quality user experience and relevant messaging to millions of Ally customers across delivery channels and lines of business. Candidates should have experience working in the Customer Care/Contact Center space and possess attention to detail and a track record of flawless execution.

Job Responsibilities

As a Principal Contact Center Lead, you will help champion your team on its journey to implement and launch the new Genesys Cloud platform on addition to supporting the existing legacy solutions across Ally's enterprise.

* Partner with business, UX design and back-end API teams to stand up contact center capabilities across delivery channels of voice, chat, sms/mms and push notifications
* Guide development teams to review business requirements, design documents, test plans/test cases
* Partner with architecture and external development teams to design technical solutions
* Lead the development and deployment of new features with your team
* Recommend optimizations for improved efficiency and speed to market for new alerting capabilities
* Enforce performance & code quality standards through peer code reviews and automated testing
* Assist with hiring, onboarding and mentoring of new developers for your team

Qualifications

* 5+ years of related experience with a bachelor's degree in a technical field, or an equivalent combination of experience and education

Technical Skills

* Genesys Cloud Contact Center Solution preferred
* Ability to provide technical leadership on front-end technologies for enterprise contact center design and application development. Specifically design and implementation of IVR, leveraging CCaaS (Contact Center as a Service).
* Experience with tools and techniques to ensure compatibility of rendering of content across browsers, clients and form factors.
* Understand the importance of design and UX, provide effective translation to code, artifacts and implement appropriate integration approach for IVR and ACD solutions
* Participate in architecture, design, documentation, development, and deployment efforts while addressing security and cross-platform concerns.
* Leading application solution design for a CCaaS solution
* Creating and/or updating technical documentation
* Work with Business SME, Technical Analysts, and Architects to produce solutions and work actively with on and off-shore team members to deliver the CCaaS solution
* Experience working with email marketing / messaging / campaign management platforms and vendors
* Experience with publishing and consuming REST API
* Experience with coding standards for Accessibility
* Enterprise exposure in defect analysis and resolution
* Create, implementation plan with all impacted areas
* Responsible for ensuring turnover documentation and proper knowledge transition to Sustain team
* Support Sustain team as solution matures
* Experience with chat and/or asynchronous messaging required, LiveEngage platform experience a plus
* Solid understanding of Javascript and oAuth is required
* Knowledge of Adobe tagging and segmentation tools a plus

Behavioral & Communication Skills

* Excellent communication skills at all levels, from team members to senior management
* Must have the ability to work in a team within an Agile operating model
* Address the technical questions from the team and stakeholders
* Work with the team to complete the product backlog and release plan
* Ability to exchange constructive and respectful feedback
* Vigilant attention to detail with an understanding that our platforms communicate to large number of customers
* Must be able to help communicate ideas and best practices to more junior developers
* Must be able to collaborate with wider groups on standards and best practices
* Enthusiasm and a desire to be part of an innovative team
* A commitment to quality, and a desire to improve

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Total Rewards

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation -- or total rewards -- extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
* Planning for the Future: benefits to help you plan for the near and long term including an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement and other financial well-being programs.
* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and family stay on track physically, socially, emotionally and financially.
* Building a Family: adoption, surrogacy and fertility support as well as benefits that help you take care of your family -- parental and caregiver leave, back-up child and adult/elder day care program and child care discounts.
* Work-Life Integration: other benefits including LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.