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Posted: Thursday, February 8, 2018 5:13 PM

The Director of Call Center Technology will be responsible for the overall delivery of new products, capabilities, features and functions across Hilton's call center channels that meet the needs of the enterprise and its customers. The Director will be expected to collaborate with cross-functional leads as well as key business partners on current and future strategic efforts that will allow Hilton to maintain its position as a leader in hospitality.

What will I be doing?

The Director of Call Center Technology will be responsible for providing expert guidance, thought leadership, and strategic direction to a team of Engineers and leads to ensure the sound technical delivery of agent-facing features and functions across the call center channel. The Director will be expected to establish solid partnerships within the IT organization to ensure cross-functional alignment, to provide clear direction to the delivery team as appropriate, and to ensure the team is equipped with the appropriate tools and processes needed to achieve effective and continuous delivery of call center technology innovation.

Other key priorities are listed below:
  • Responsible for strengthening the intellectual capital within the IT organization by embracing, demonstrating and infusing the core principles of technology and delivery management throughout the team
  • Establish a team of true Subject Matter Experts (SMEs) that can effectively lead delivery efforts
  • Responsible for ensuring that the Engineers and leads have the means to acquire strong working knowledge of the features and functions within the other IT systems, applications and services that play a critical role in technology delivery, enabling effective and meaningful collaboration with the various functional and technical leads throughout the technology delivery lifecycle
  • Responsible for building and maintaining relationships with key business partners that will set the strategic direction of call center technology as well as other key priorities across the enterprise
  • Represent the technology function in strategic planning activities as appropriate
  • Collaborate with leadership to seek out opportunities to strengthen the technology footprint and capabilities of our call center

Desired Attributes:
  • Strong desire to foster team growth and development
  • Proven ability to collaborate with cross-functional leads to deliver results
  • Strong leadership skills with the ability to influence across the organization
  • Ability to effectively communicate to all levels of the organization
  • Ability to work in a fast-paced environment with focus and precision

Job Requirements

What are we looking for?

To fulfill this role successfully, you must possess the following minimum qualifications and experience:
  • BA/BS Bachelor's Degree
  • A minimum of ten (10) years of professional experience
  • A minimum of eight (8) years of experience in a technology management role
  • A minimum of six (6) years of experience at the Director level
  • Experience delivering call center products and technology that require complex systems integration using the Salesforce platform
  • Strong working knowledge of IVR systems
  • Strong working knowledge of implementing systems with Microservices architecture patterns
  • Ability to travel as required (25%)

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
  • MA/MS Master's Degree
  • A minimum of fifteen (15) years of professional experience
  • A minimum of twelve (12) years of experience in a technology management role
  • A minimum of eight (8) years of experience at the Director level

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!


Associated topics: customer care manager, director, expertise, leadership, management experience, manager, monitor, operations, operations manager, supervisor


• Location: Memphis

• Post ID: 35468597 memphis is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018