Business Process Owner - Contact Center Technology

Responsibilities As a Business Process Owner – Contact Center Technology, you will plan, direct, and coordinate activities for complex processes, focusing on the integration and optimization of advanced and modernized contact center technologies. Your role includes defining problems, evaluating requirements, designing, testing, and implementing business processes that leverage cutting‑edge technological capabilities, including those that enable automation. You will gain a deep understanding of process operating objectives, business rules, performance requirements, risks, and controls, as well as the interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance for efficient and effective design and execution. You will support the alignment of processes with the overall customer experience strategy and vision. Develop and implement strategic customer‑specific business process program plans that align with enterprise strategy and influence appropriate roadmaps; apply expert knowledge of the business to lead the alignment and development of business deliverable processes and capabilities to materially change and improve business performance. Manage process performance by developing control limits, monitoring key performance indicators (KPIs), and informing stakeholders of any deficiencies, improvements, operational risks, or issues. Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks within your owned processes; develop comprehensive communication plans for customers and internal stakeholders, ensuring alignment through proactive communication and engagement strategies. Requirements Bachelor's degree; or 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of a degree (10 years of experience in lieu of a Bachelor's). 6 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization. Experience in applying quality management, process improvement, and problem‑solving tools and methodologies. Experience in implementing and sustaining change/improvements (change champion). Experience with Process Mapping and Modeling and creating and validating process documentation. Experience in the application of process management standards and policies, and knowledge of regulations and risk management practices. Experience with Lean, Business Process Management, or similar methodology. Experience with utilizing various systems to collect and analyze data. Experience in contact center technologies, including platforms that manage, track, and optimize customer interactions across various channels. What Sets You Apart Bachelor's or higher. Experience in creating and delivering high‑impact executive‑level presentations and compelling PowerPoint decks. Exceptional communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts and strategic initiatives to both technical and non‑technical audiences, including senior leadership. Strong analytical skills with proven ability to develop and interpret data dashboards to drive informed decision‑making and measure process performance. Demonstrated experience with Agile methodologies and project management tools, specifically Jira boards, for workflow visualization and process improvement. Experience with business process automation (BPA) and its application in contact center environments. Benefits We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Compensation The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors such as relevant education, qualifications, certifications, experience, seniority, location, and performance. This range may be modified in the future. Pay is not considered compensation until it is earned, vested, and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives, or commissions. Equal Opportunity Statement Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. #J-18808-Ljbffr Kforce Inc