Toyota
Call Center As A Service Technology Owner
Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us. Toyota's OneTech Dealer Consumer Technical Solutions organization is looking for a passionate and highly motivated Call Center as a Service Technology Owner within the Digital Consumer Experiences Brand Engagement Technologies department. The primary responsibility of this role is to serve as a technology owner of call center technologies to ensure that the portfolio is delivering more business value in 3-5 years than it is today. Reporting to the Manager, Brand Engagement Technologies, the person in this role will support the Brand Engagement Center department's objective to provide world class guest and agent experiences. What you'll be doing: Prioritize, delegate, and supervise the development of the Call Center as a Service (CCaaS) platform for brand engagement technologies, teams, and products towards attaining a World Class Brand Engagement Center (WBEC) With a long-term ownership view, consult with Business Product Owners to identify current and future business needs to drive the product development strategy and roadmap to meet WBEC objectives Leverage lean agile principles to guide technology scrum teams to continuously improve and kaizen to deliver business value Aid software implementation teams to navigate, collaborate, and resolve conflicts across the Enterprise to achieve successful system deployments and releases Proactively identify program risks and dependencies and work to identify solutions to mitigate and resolve Stay current on portfolio application vendor capabilities, features and roadmaps to apply to current and future business needs (obtain, maintain certifications) Drive innovation through Proof-Of-Concept activities in collaboration with Business Owners and Portfolio Engineer What you bring: Progressive years of broad-based IT experience successfully implementing complex IT applications and/or developing efficient effective solutions to diverse and complex business problems Experience as a Program Leader managing cloud/hosted Software as a Service (SaaS) implementations in an enterprise environment BBA, BS or BA degree in management information systems (MIS), computer science, business administration, related technical degree or equivalent experience Demonstrated experience leading geographically distributed/remote teams Experience in implementation and delivery of Call Center as a Service solutions (e.g. Genesys Cloud, Twilio Flex, Amazon Connect, Five9, Nice CXone) in large enterprise environments Experience in delivery of Salesforce solutions utilizing Service Cloud, Experience Portals, and Knowledge Demonstrated experience working as either a Technical Product Owner or a Scrum Master in Agile DevSecOps environments Added bonus if you have: Progressive years of experience working as a Product Owner in a Scaled Agile or SAFE Agile environment Progressive years of experience working as a Scrum Master in a Scaled Agile or SAFE Agile environment Progressive years of experience leading multi-vendor, multi-cultural, multi-country implementation teams Any/all of the following certifications: Salesforce Certified Administrator (SCA) or Advanced Administrator, Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer or Technical Architect, Salesforce AI Practitioner, AWS Certified AI Practitioner, Amazon Connect Communications Specialist Progressive years of experience working with CI/CD pipelines using technologies like SFDX, Git, Jenkins/Capado, Codescan/SonarQube, Metadata APIs, ANT tool etc. to effect quality and secure production releases Additional certifications: Certified Scrum Product Owner (CSPO) or a Certified Scrum Master (CSM) What we'll bring: A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Team Member Vehicle Purchase Discount Toyota Team Member Lease Vehicle Program (if applicable) Comprehensive health care and wellness plans for your entire family Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, childcare, schools and more Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA) Belonging at Toyota: Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.
Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us. Toyota's OneTech Dealer Consumer Technical Solutions organization is looking for a passionate and highly motivated Call Center as a Service Technology Owner within the Digital Consumer Experiences Brand Engagement Technologies department. The primary responsibility of this role is to serve as a technology owner of call center technologies to ensure that the portfolio is delivering more business value in 3-5 years than it is today. Reporting to the Manager, Brand Engagement Technologies, the person in this role will support the Brand Engagement Center department's objective to provide world class guest and agent experiences. What you'll be doing: Prioritize, delegate, and supervise the development of the Call Center as a Service (CCaaS) platform for brand engagement technologies, teams, and products towards attaining a World Class Brand Engagement Center (WBEC) With a long-term ownership view, consult with Business Product Owners to identify current and future business needs to drive the product development strategy and roadmap to meet WBEC objectives Leverage lean agile principles to guide technology scrum teams to continuously improve and kaizen to deliver business value Aid software implementation teams to navigate, collaborate, and resolve conflicts across the Enterprise to achieve successful system deployments and releases Proactively identify program risks and dependencies and work to identify solutions to mitigate and resolve Stay current on portfolio application vendor capabilities, features and roadmaps to apply to current and future business needs (obtain, maintain certifications) Drive innovation through Proof-Of-Concept activities in collaboration with Business Owners and Portfolio Engineer What you bring: Progressive years of broad-based IT experience successfully implementing complex IT applications and/or developing efficient effective solutions to diverse and complex business problems Experience as a Program Leader managing cloud/hosted Software as a Service (SaaS) implementations in an enterprise environment BBA, BS or BA degree in management information systems (MIS), computer science, business administration, related technical degree or equivalent experience Demonstrated experience leading geographically distributed/remote teams Experience in implementation and delivery of Call Center as a Service solutions (e.g. Genesys Cloud, Twilio Flex, Amazon Connect, Five9, Nice CXone) in large enterprise environments Experience in delivery of Salesforce solutions utilizing Service Cloud, Experience Portals, and Knowledge Demonstrated experience working as either a Technical Product Owner or a Scrum Master in Agile DevSecOps environments Added bonus if you have: Progressive years of experience working as a Product Owner in a Scaled Agile or SAFE Agile environment Progressive years of experience working as a Scrum Master in a Scaled Agile or SAFE Agile environment Progressive years of experience leading multi-vendor, multi-cultural, multi-country implementation teams Any/all of the following certifications: Salesforce Certified Administrator (SCA) or Advanced Administrator, Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer or Technical Architect, Salesforce AI Practitioner, AWS Certified AI Practitioner, Amazon Connect Communications Specialist Progressive years of experience working with CI/CD pipelines using technologies like SFDX, Git, Jenkins/Capado, Codescan/SonarQube, Metadata APIs, ANT tool etc. to effect quality and secure production releases Additional certifications: Certified Scrum Product Owner (CSPO) or a Certified Scrum Master (CSM) What we'll bring: A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Team Member Vehicle Purchase Discount Toyota Team Member Lease Vehicle Program (if applicable) Comprehensive health care and wellness plans for your entire family Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, childcare, schools and more Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA) Belonging at Toyota: Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.