Product Manager - Contact Ctr Platform Transf
Company: Midland States Bank
Posted on: May 16, 2022
At Midland States Bank, we believe that when we can bring our
whole selves to work each day, we become happier, more comfortable,
more confident and more excited to do great things for our
customers, each other and our company. We're proud to be an Equal
Opportunity and Affirmative Action employer. At Midland, we
recruit, employ, train, compensate and promote without regard to
race, color, religion, gender, gender identity or expression,
sexual orientation, national origin, genetics, disability, age, or
veteran status. If you are looking for a place to grow, we
encourage you to apply at Midland States Bank, because you belong
The Product Manager-Contact Center serve as the champion for the
contact center platform and self-service to build the next
generation of interactions with our customers. This will include
analyzing current and future journeys across the voice and text
platform along with evolving our AI and machine learning
capabilities. The successful candidate will design and build
conversational flows that create frictionless journeys and enable
customer self-service across all channels in the contact
Design, implement and manage the contact center experience.
Develop and enhance the capabilities of a conversational voice AI
platform, focusing on customer self-service.
Develop and enhance the capabilities of text-based chat bots
including web chat, SMS, social, email and authenticated virtual
Expand customer use cases that can be resolved via voice and text
AI self-service options.
Identify integration points with backend systems and partner with
IT and Operations on service development enhancement needs.
Analyze all available data to identify problems and opportunities
for improved experience and automation.
Analyze customer and agent feedback and use it to continuously
improve the customer's journey throughout the contact center.
Troubleshoot issues impacting the contact center platform.
Ensure compliance with the defined change management process to
ensure proper change governance, development, execution, and
Manage large projects through formal project management
Lead and facilitate meetings to perform assigned tasks (e.g.
Proactively keep stakeholders, dependencies, and managers updated
on progress and any risks/roadblocks.
Assist with new systems research and evaluations.
Assist with writing and coordinating Requests for Proposals.
Assist with workflow design and process improvement.
Influence and mentor in cross-functional work groups.
Maintain compliance with all applicable regulations including, but
not limited to, the Bank Secrecy Act (BSA).
Bachelor's Degree or equivalent work experience.
4-8 years professional experience in related field.
1+ years' experience with RPA (Robotic Process Automation).
Experience building conversational AI, voice and/or chatbot contact
Familiarity with different contact center platforms and AI tools
(e.g., Genesys, Cisco, Five9, Amazon Connect, etc.).
Familiarity with configuring text bots, IVA (Intelligent Virtual
Agents), IVR (Interactive Voice Responses).
Understanding of contact center operations and call routing
Ability to multi-task and work across a diverse group of
Makes sound decisions
Being a brand champion
Being flexible and adaptable
If you require reasonable accommodation in completing this
application, interviewing, completing any pre-employment testing,
or otherwise participating in the employee selection process,
please direct your inquiries to Midland States Bank Human Resources
at HR@midlandsb.com .
THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR
Keywords: Midland States Bank, Decatur , Product Manager - Contact Ctr Platform Transf, Executive , Effingham, Illinois
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