Job Description

Description

Davies is a dynamic and innovative provider in regulated markets committed to delivering exceptional customer experiences. We leverage cutting-edge technology solutions to drive customer satisfaction and business growth. As part of our commitment to excellence, we seek a talented individual to join our team as the Contact Center Platform Owner.

Key Responsibilities

As the platform owner, you will be responsible for the strategic direction, management, and optimisation of our Genesys Cloud Contact Center as a Service (CCaaS) platform. You will oversee a team of engineers & analysts, serve as the primary liaison with the broader business and the vendor, and maximise the platform's value proposition through the development and execution of the roadmap to meet the evolving needs of our businesses and customers.

Skills, Knowledge & Expertise

Platform Strategy and Roadmap:

Develop and own the strategic vision and roadmap for the Dynamics 365 platform, aligning with business objectives and priorities.

Define and prioritise initiatives, enhancements, and investments to continuously improve the platform's capabilities and performance.

Execute and deliver on the roadmap, ensuring timely implementation of planned initiatives and alignment with business needs.

Team Leadership and Management:

Lead and manage multiple teams consisting of functional consultants, developers, architects, and other stakeholders.

Provide guidance, mentorship, and support to team members, fostering a collaborative, high-performance culture.

Working with people leads, implement strategies for talent retention and career development to ensure a motivated and engaged workforce.

Lead recruitment efforts to attract top talent, conduct interviews, and make hiring decisions to build and strengthen the platform team.

Stakeholder Engagement and Relationship Management:

Engage with key stakeholders across Marketing, Sales, Finance, and other departments to understand business requirements, gather feedback, and communicate platform updates.

Build strong relationships with executive sponsors, business leaders, and end-users to ensure alignment and buy-in for platform initiatives

Vendor Management and Budget Oversight:

Manage relationships with third-party vendors, consultants, and service providers involved in implementing, customising, and supporting Dynamics 365 applications.

Monitor and control the budget and costs associated with the Dynamics 365 platform, ensuring efficient utilisation of resources and adherence to financial constraints.

Governance and Compliance:

Establish and enforce governance frameworks, policies, and procedures to ensure compliance with regulatory requirements, security standards, and best practices.

Implement mechanisms for monitoring and managing platform performance, scalability, and availability, proactively addressing any issues or risks.

Represent the platform team in group-wide governance processes and strategic planning/budgeting efforts.

Continuous Improvement and Innovation:

Champion a culture of continuous improvement and innovation within the Dynamics 365 platform team, encouraging experimentation and exploration of new technologies and methodologies.Identify opportunities to leverage emerging trends, such as AI, machine learning, and predictive analytics, to enhance business processes and outcomes.

About Davies

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.



We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.



Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.