PDS Tech Inc Operations Analyst (Contact Center / Sales) in Austin, Texas

PDS Tech is seeking an Operations Analyst (Customer Support) for a 5+ Month Contract in Austin, TX (North).

Are you passionate and creative about what you do, always striving to deliver top-in-class solutions? We have an excellent opportunity for you to join a Global Technology Leader !

If you are interested, please apply here, or email your resume to Jill Maasberg at jmaasberg@pdstech.com

About the Role:

  • Maintain a strong focus on ensuring stability, availability, and operational readiness of Customer Systems technologies including, but not limited to: Customer Relationship Management Tools, telephony, chat, email and contact center management applications .

  • Collaborate with various business units and technology partners to identify needs, risks and drive solutions.

  • Drive efforts to address highly impactful issues, including coordination of post-mortem discussions between teams , while leading identified action items to completion.

  • Develop and enact support plans to be used during periods of peak system utilization such as holiday periods, new product launches and other key business events.

  • Support and leadership of critical incidents impacting tier one applications, including recurring communications to stakeholders throughout the lifecycle of in-scope incidents.

  • Identify opportunities to improve technology resiliency and drive related solution to meet and exceed business needs based upon forecasted volumes and system utilization.

  • Focus on Operational excellence of systems and processes used by contact center advisors and our customers to conduct Sales & Support related activities.

  • Establish and maintain strong working relationships with in-region and global business stakeholders to lead day-to-day operational support activities as well as long-term strategic efforts.

  • Advocate for business partners, facilitating various efforts between partners and the technology support team.

About You:

  • 5+ years of experience managing support initiatives, projects, business stakeholders and external vendor partners.

  • Provide clear, concise and relevant written and oral communications at the appropriate technical level of audience members.

  • Ability to excel in complex and fast-moving environment where ambiguity may exist.

  • BS/BA degree or equivalent experience required: MS/MBA degree preferred

  • Relevant technical certifications will be considered in place of professional certifications.

  • Professional certification in one or more of the following areas: project management, business analysis and IT management.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.