Strategy Advisor, Business Design (Customer) (Customer Relationship Management) (Manager)(Multiple Positions), Ernst & Young U.S. LLP, Boston, MA.
Help clients implement Customer Relationship Management (CRM) technologies across industries to help reinvent their future state customer service models. Design, execute, and implement CRM technology projects to automate or improve existing systems in clients’ customer service models. Deploy and implement Call Center and Network technologies. Analyze user requirements, procedures, and problems to develop or recommend CRM technical capabilities. Develop CRM technology roadmaps for call centers in conjunction with both business and IT stakeholders. Analyze business, data processing and engineering problems across value chain and customer lifecycle in a call center environment.
Manage and motivate teams of professionals with diverse skills and backgrounds. Consistently deliver quality client services by monitoring progress. Demonstrate in-depth technical capabilities and professional knowledge. Maintain long-term client relationships and networks. Cultivate business development opportunities.
Full time employment, Monday – Friday, 40 hours per week, 8:30 am – 5:30 pm
Bachelor's degree in Computer Science, Application Development, Information Systems, Engineering, Business, or a related field with 5 years of progressive, post-Bachelor's work experience. Alternatively, will accept a Masters degree in Computer Science, Application Development, Information Systems, Engineering, Business, or a related field with 4 years of work experience.
Must have 4 years of advisory/consulting experience in CRM technology or CRM architecture.
Must have 4 years of experience in implementing CRM technologies for clients in a call center environment.
Must have 3 years of experience in leading the development of strategic design and execution of CRM technology implementation projects.
Must have 3 years of experience in deploying and adopting Call Center and Network technologies, including at least one of the following: IVR, Call Recording, Call Management, Call Routing, or Voice/IP Technologies.
Must have 2 years of experience supervising consulting/advisory professionals on technology implementation projects.
Requires travel up to 80% to serve client needs.
Employer will accept any suitable combination of education, training, or experience.
TO APPLY: Please apply on-line at ey.com/en_us/careers, and click on Find jobs (Job Number BOS00404).
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