Title: IT Contact Center Architect
Location: Denver, Colorado
TICKETMASTER ROCKS! Be A Part Of It.
Who are we?
As the world's leading live entertainment ticketing and marketing company, Ticketmaster connects the world to live entertainment. Established in 1976, Ticketmaster serves more than 9,000 clients worldwide across multiple event categories, providing exclusive ticketing services for leading arenas, stadiums, professional sports franchises and leagues, college sports teams, performing arts venues, museums, and theaters.
We currently operate in 20 markets worldwide facilitating ticket sales, ticket resale services, marketing and distribution through
www.ticketmaster.com, one of the largest e-commerce sites on the Internet, 6,700 retail outlets and a global network of call centers. Ticketmaster is based in West Hollywood, California.
Who are you?
Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. If you have a sense of humor, that doesn*t hurt either! At Ticketmaster, our people embrace these qualities, so if this sounds like you then please read on!
The Role:
The successful candidate will have extensive contact center operations experience in contact center technology. This role will work closely with Contact Center operation leaders to determine strategy, define deliverables and set priorities based on business benefits.
- Responsible for global IT strategy. Determine IT roadmap for existing and country expansion taking into consideration each country*s dynamics.
- Drive business discussions and document business IT requirements for current and future needs.
- Responsible for setting priorities and strategy for technology integration projects.
- Collect business requirements from end users. Act as the interface between the contact center operations teams and IT.
- Responsible for communications and project managing releases of new product installations, upgrades and system changes.
- Work with the business to measure business impacts for system enhancements and upgrades.
- Creating business cases for capital and operational expenditures.
- Collaborate with IT department on current initiatives and clearly communicate IT strategy.
- Maintain IT relationships, licensing and handle billing inquires.
- Determine ways to leverage existing infrastructure to drive innovation and reduce costs.
- Ability to create and present ROI models.
- Domestic and International travel can be expected.
Responsibilities:
- Significant contact center IT experience (5 to 10 years)
- Strategy development skills
- Ability to effectively work with technology and operations leadership teams
- Practical experience in a variety of technologies such as: workforce management (Aspect eWFM preferred), virtualization (VMWare), Genesys SIP Server, GVP and routing preferred, call recording and survey platforms (Autonomy/ETalk preferred), SAN/NAS storage (Netapp preferred), networking on Cisco devices, data load balancing hardware (Foundry), email management and web content with RightNow, database platforms (SQL Server)
- Strong verbal and written communication skills required.
- Bachelor*s degree in Computer Science or Computer Information Systems or equivalent experience.
- Experience in managing technology vendors and contract negotiation.
- Business case development skills.
- Excellent organizational skills.
Your Ticket In!
Are you ready to be a TM Rock Star? If the above description sounds like you and fits your qualifications, please apply at
staffing@ticketmaster.com As an equal opportunity employer, Ticketmaster is committed to creating a diverse work environment for all of our team members. Thanks for your interest in Ticketmaster!
