Technical Application Lead
Overview:
Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets
Salary Range: $114,847 - $136,930
Bonus Eligible
Location: Remote - Norton, MA
Responsibilities:
The CEC Technical Applications Lead is a remote role reporting to the CEC Optimization Senior Manager. The primary responsibilities of the Technical Applications Lead include supporting day to day technology needs for the Customer Engagement Center acting as a liaison between the CEC, the Primo technology team and outside technology vendors. This role will be responsible for contact routing, IVR maintenance and updates, and implementation/refinement of all technologies supporting the CEC operation.
Reporting Location:
Remote
Schedule availability:
Key responsibilities include but are not limited to:
Primary support for Telephony Platform including vendor liaison, configuration changes, system-wide monitoring, user setup and troubleshooting
Cross-functional oversight and support for integrations with any internal and external vendors and applications
Lead and assist in projects that impact CEC technology
Support quality and testing processes for new technologies or enhancements
Create end user documentation and training materials
Provide market assessment of available technologies and recommend solutions
Continuous improvement through analysis of contact flows and IVR-self-serve
Daily monitoring of all technology platforms and applications for performance
Coordinate with IT organization and vendors to address performance issues and defects
Partner with Workforce Optimization Lead to understand contact patterns and opportunities for improvement
Maintain on-call availability for after hours support
Communicate technology opportunities and provide status updates to leadership and other third-party vendors as needed
Conduct detailed reporting and business analysis ad-hoc
Support business continuity planning
Qualifications:
Key qualifications include:
Bachelor’s Degree preferred; and/or 3-5 years related experience and/or training; or equivalent combination of education and experience
Experience leading cross-functional projects and/or major business initiatives preferred
Proficiency in Microsoft Office Suite including Excel and PowerPoint
Technical experience with any contact center platform i.e. Cisco, Five9, Genesys, etc.
High level understanding of SaaS, PaaS, and IaaS platforms as it relates to contact centers
Understanding of contact center business and technology principles including but not limited to telephony, workforce management, case management, and KPIs
Must demonstrate the ability to effectively present information and respond to questions across all levels of the organization
Proven ability to handle multiple projects simultaneously while meeting deadlines
Technical Qualifications and Requirements:
The employee must have a space in his or her place of residence suitable for working remotely
Work environment must be free from distractions, including any background noise that impacts productivity
The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
Must be able to certify compliance with requirements regarding internet speed and connection
If you're ready to embark on an exciting journey with Primo Brands, apply now!
Salary Range Disclaimer:
The salary range provided for this position is an approximation based on market research, internal compensation data and the candidate’s qualifications and experience. Final salary offers are determined through a comprehensive evaluation of candidate qualifications and may vary depending on factors such as skills, experience, and geographic location of the position. Other components of the compensation package, including benefits and bonuses, will also be considered. We are committed to fair and equitable compensation practices, and we encourage open dialogue about compensation during the interview process.
Primo Brands’ established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®. Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill. At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it. We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.
Primo Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
Candidates must possess strong English language skills to effectively communicate with customers and provide exceptional service. Proficiency in English is essential for understanding customer needs, resolving inquiries, and collaborating with team members.