Voice Technology – Strategy & Analytics Manager
| Company | Allstate Insurance Company |
|---|---|
| Location | Texas, USA |
| Salary | $112000 – $196750 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Extensive experience in project management, including managing senior management expectations.
- High expertise in telephony systems such as Avaya, Amazon Connect, Cisco, Genesys, etc. Understanding both end-user perspectives and underlying technical workings.
- Comprehensive understanding of all parts of a call center, with emphasis on designing and updating call routing.
- Knowledge of Work Force Management systems, tools and call routing strategies.
- Proficiency in reporting tools and data querying languages such as SQL, MySQL, or R. Ability to understand, analyze, and explain data to users of varying technical levels.
- Strong understanding of networking and infrastructure, including PBX systems, SBCs, firewalls, and other critical components for call center operations.
- Skills in designing effective and efficient call routing strategies, leveraging tools inside and outside the telephony platform to enhance system capabilities.
- Ability to make strong data-driven decisions and explain data insights clearly.
Responsibilities
- Defining, delivering, and managing the lifecycle of one or more products in Allstate’s growing product portfolio.
- Managing strategic product vision, product discovery, roadmaps, and backlog to maximize customer and enterprise value.
- Identifying assumptions and validating those assumptions using product discovery techniques.
- Working closely with key stakeholders and partners to ensure successful definition and execution of go-to-market and communications strategies for their products.
Preferred Qualifications
- 4 year Bachelors Degree (Preferred)
- 7 or more years of experience (Preferred)