Vice President CRM & Application Solutions

Job Summary

• Oversees the planning, development, implementation and ongoing maintenance and support for all CRM and Application systems

Essential Duties and Responsibilities:

•  Defines, designs and develops CRM and application solutions for our both our Clients and the organization
• Conducts research and development of CRM and related systems to ensure that the company maintains a competitive edge in the Contact Center industry
• Develops, implements and maintains a company-wide Systems Development Life Cycle (SDLC)
• Works with the Sales & Marketing and the Client Services organizations to market and sell our CRM and application strategies, services and products
• Works with the Sales & Marketing and Client Services organizations to develop pricing strategies, respond to RFI and RFP requests and produce technical proposals, quotes and related specifications
• Establishes the process for developing technical application standards, platforms and frameworks; ensures that the technical standards are communicated and used effectively throughout application development.  Provides leadership to ensure that the portfolio of applications is foundationally sound and well integrated
• Provides technical guidance to other business units
• Works with the VP of Systems Innovation and Architecture to manage a formal process of technology innovation by partnering with our Clients, Sales & Marketing and Client Services to identify technology based business opportunities and build business cases
• Manage Telerx CRM and application offerings through the product development cycle (SDLC).  Leverages applications to maximize Telerx’s and Client benefits with least cost.
• Ensures that all integration points between Telerx’s CRM and application systems are mapped, documented and optimized; develops and manages the integration of new technology into existing application systems
• Remains knowledgeable of and is able to implement best practices that are commensurable to Telerx’s size, scope and competitive stance 

Supervisory Responsibilities                                                 

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Management of the following personnel: Director, Integrated Solutions; Director, CRM Solutions; Director, Business Intelligence & Data Services; Director, Siebel Solutions

Job Specifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in a Business or Technology-related discipline
• Minimum of 7 years of technology development experience in the teleservice and/or telesales industry such as an inbound or outbound call center or contact center facility
• Minimum of 5 years of technology management experience
• Proven experience in application development and CRM development and implementations
• Call center and client relations / customer service category experience
• Deep understanding of CRM technologies; understanding of Applications Architecture and Principles