10 days old

C&CE IT Operational Executive Leader

Honeywell
Charlotte, NC 28202

Join a team recognized for leadership, innovation and diversity

The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn€™t just about developing cool things. That€™s why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

 

 This role will manage the Cloud-based Contact Center platform as part of the overall Commercial and Customer Experience (CCX) solution portfolio.  The role involves partnership and solutions analysis/selection and is responsible for understanding the stakeholder€™s environment with its opportunities and challenges, and working to identify and drive contemporary, best-in-class solutions that measurably improve employee productivity and user experience.  This role leverages current and emerging capabilities to create/enable functional business value.

 

Responsibilities:

  • This position reports directly to the C&CE leader

  • Act as platform Single Point of Contact (SPOC) with CCX stakeholders

  • Collect, document, and prioritize key Customer Requirements in Contact Center (CC) space

  • Develop and mature Platform Roadmap, integrated with overall IT Strategic Plan (STRAP)

  • Maintain Industry and Technology Currency in Contact Center (CC) space to proactively identify new and/or modified solution offerings

  • Partner with PMO to deploy planned platform solutions and enhancements, on-time and on-budget

  • Work with CCX functional customers to develop solution business cases

  • Work with CCX functional customers and IT support teams to prioritize current and planned functional needs, including ongoing resource requirements

  • Recommend comprehensive solutions based on industry best practices and Honeywell Enterprise IT Strategy

  • Proactively work across SBG IT teams to identify and leverage existing best practices

  • Rationalize platform solution portfolio, deploying enterprise-wide solutions

  • Evaluate and champion the prioritization, funding, resource management and deployment of programs and new technologies that create/enable functional business value

  • Drive exceptional Honeywell user experience / HUE through innovative solution analysis and selection

  • Drive integrated technical and functional solution decision making across solution portfolios that support customer experience organizations

  • Participate in core business planning activities, including Strategic Planning (Functional Update) and Annual Operating Plan

    You Must Have

    • Bachelor's Degree in Information Systems.  In lieu of degree, 10+ years of relevant work experience

    • Minimum of 10 years related technology experience in medium/large scale organization

       

      We Value

      • Master€™s Degree preferred

      • Working knowledge of Nice/InContact (NIC) or other Cloud-based Contact Center platforms required

      • Overview and experience with Nice/InContact (NIC) platform capability strongly desired

      • Knowledge of Contact Center features, including Workforce Management (WFM) and Agent Quality Management strongly desired

      • Direct experience in analyzing, implementing and/or supporting global solutions strongly preferred

      • Direct experience with Honeywell€™s core ERP platforms, including interfaces and integration solutions, preferred

      • Experience designing, implementing, and supporting global IT solutions and services desired

      • Demonstrated partnership skill set and ability to collaborate with various people and organizations

      • Demonstrated ability to evaluate and recommend effective, contemporary solutions that align with the Honeywell Enterprise IT strategy and deliver exceptional user experiences

      • Experience driving / influencing adoption of the Honeywell User Experience (HUE) principles

      • Ability to conceptualize and communicate employee experience needs

      • Demonstrated experience developing IT Strategic Plans with linkage to functional strategy

      • Strong interpersonal skills and ability to influence others

      • Strong presentation skills and the ability to interact well and all levels of the organization

      • Ability to conceptualize and communicate HUE needs and translate into system solutions

      • Experience in improving access to digital information assets through implementation of creative processes and technologies

      • Futuristic orientation, contemporary business thinker

      • Ability to work in a highly matrixed organization and influence without formal authority

      • Ability to anticipate and execute action plans to proactively manage and drive change in an organization

      • Strong oral and written communication skills, including engagement with senior leaders across business functions

        Additional Information
        • JOB ID: HRD94619
        • Category: Information Technology
        • Location: 300 S. Tryon St, Suite 500 / 600,Charlotte,North Carolina,28202,United States
        • Exempt