Director, NICE CXone & ServiceNow

Posting Date

This IT Director will be the IT product owner for NICE CXone and ServiceNow applications, supporting business stakeholders in their journey to leverage CCaaS/Contact Center technologies to manage and improve customer experiences. This role partners with business and technical stakeholders to help turn visionary roadmaps into implementation blueprints with expertise in CCaaS, ITSM, Contact Center agent experience, self-service, artificial intelligence, and data management. This role will lead IT product & development teams that help enable the success of operational engagement centers and centralized support services.

ESSENTIAL DUTIES

• Act as Director-level product owner for centralized CCaaS (NICE CXone) and ITSM/CRM (ServiceNow) with support from program team, manager direct reports, technical product strategist.
• Strategic and tactical accountability of contact center technology optimization teams within centralized CX / Support Services lane, including NICE CXone Administration and ServiceNow development. Identify and implement opportunities to increase effectiveness and efficiency.
• Lead team in developing and delivering NICE CXone and ServiceNow implementations/solutions meeting requirements gathered from stakeholders and IT partners
• Grow team capabilities through best practices, technical solutioning, recruiting, talent enablement, people/career management, and thought leadership. Lead a culture of belonging and teammate engagement.
• Serve as a trusted advisor and drive conversations with business stakeholders as it relates to technology solutions for their contact centers. Work closely with IT to ensure that the 'right' solutions are recommended, built, tested and launched
• Director-level accountability for product roadmaps, vendor partnerships, team KPIs & product OKRs, and department/product financials.
• Engage with executive leadership to report on status and recommend improvements
• Maintain subject matter expertise in ServiceNow, NICE CXone, Contact Center technology, Artificial Intelligence, and other relevant topics to role.
• Other duties as assigned.

EDUCATION ANE EXPERIENCE

• Bachelors required
• 10+ years of experience in IT product management/delivery and Customer Experience/Contact Centers environment
• 7+ years of management experience in similar industry
• 7+ years of experience with cloud-based solutions including CCaaS (NICE CXone) and ITSM/CRM (ServiceNow)
• 5+ years of experience working with stakeholders to understand and achieve business goals using data
• Experience implementing AI solutions in the contact center environment and aptitude for helping grow with the industry
• Experience with product integrations, for example - NICE CXone and Salesforce Agentforce
• Curiosity and thought leadership that demonstrates ability to building solutions where no playbook exists and always doing it through a customer centric lens
• Ability to drive collaboration and get consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained
• Experience with project management and resource tasking
• Any certifications in Product Management, CX / Customer Service, CCaaS, ITSM/CRM, Data Management, etc.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

* Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
* Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more

Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

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At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.