Director - Contact Center Technology

Cardinal Health Dublin , OH 43016

Posted 4 months ago

What Software Engineering contributes to Cardinal Health

Software Engineering is responsible for designing, developing, implementing and supporting applications, systems and IT products required to achieve the company's business objectives.

  • Demonstrates knowledge of software development techniques and fluency in software languages and application programming interfaces.

  • Demonstrates general understanding of hardware/software platforms including but not limited to operating systems, databases, application servers, web servers and integration technologies.

  • Plans and executes system implementations that ensure success and minimize risk of system outages or other negative production impacts.

  • Demonstrates conceptual knowledge of architecture standards and database and operating systems.

  • Demonstrates problem solving ability that allows for effective and timely resolution of system issues including but not limited to production outages.

  • Analyzes production system operations using tools such as monitoring, capacity analysis and outage root cause analysis to identify and drive change that ensures continuous improvement in system stability and performance.

  • Demonstrates knowledge of software development, life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high level business requirements and provide options analysis.

Accountabilities

  • Provides call center technology support to CSS, ParMed, Sonexus, EIT Service Center and HR Service Center. This includes telephony systems, workforce management systems, speech analytics systems and workflow systems. This team has expanded the solution foot print beyond our core customer service support footprint.

  • Responsible for working with application owners across Cardinal Health's EIT organization to deliver on projects and solutions. The Director will rely on SAP, Workday, SalesForce.com, to ensure their projects are delivered on time.

  • Provides guidance and balance across workload for projects, run, leadership expectations, planning future work, escalations, etc.

  • Maintaining a high level of client satisfaction is critical to this role. Expected to stay on top of clients' varying needs and to inform leaders, clients, and the team on activities, projects, and statuses on a routine basis.

  • Ensures they are designing the optimal business processes and policies for their assigned areas to maximize the value realization.

Qualifications

  • Bachelors and Advanced Degree in related field or equivalent work experience

  • 12+ years experience in related field preferred

  • Prior supervisory experience preferred

  • Demonstrated ability to set technology direction and oversee successful delivery and/or support of technology solutions preferred

  • Business Process Optimization expertise is preferred

What is expected of you and others at this level

  • Provides leadership to managers and experienced professional staff may also manage front line supervisors

  • Manages an organizational budget

  • Develops and implements policies and procedures to achieve organizational goals

  • Assists in the development of functional strategy

  • Decisions have an extended impact on work processes, outcomes, and customers

  • Interacts with internal and/or external leaders, including senior management

  • Persuades others into agreement in sensitive situations while maintaining positive relationships

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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Director - Contact Center Technology

Cardinal Health