Product Manager - Contact Ctr Platform Transf

Company: Midland States Bank
Location: Effingham
Posted on: May 16, 2022

Job Description:

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 here.
Position Summary

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 center.

Primary Accountabilities

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 assistant.
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 quality control.
Manage large projects through formal project management techniques.
Lead and facilitate meetings to perform assigned tasks (e.g. requirements gathering).
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).

Position Qualifications
Education/Experience:
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 flows.
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 practices.
Ability to multi-task and work across a diverse group of people.

Competencies:
Business insight
Change management
Cultivates innovation
Drives results
Makes sound decisions
Being a brand champion
Collaborates
Communicates effectively
Customer focus
Being Authentic
Emotional Intelligence
Self development
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 EMPLOYMENT

PI175610315

Keywords: Midland States Bank, Decatur , Product Manager - Contact Ctr Platform Transf, Executive , Effingham, Illinois