Lead Technology Business Systems Consultant – Agent Controls and Live Chat Solutions

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Join arenaflex as a Lead Technology Business Systems Consultant

Are you ready to shape the future of customer experience technology? At arenaflex, we're transforming how millions of customers interact with financial services through innovative contact center solutions. We're seeking a highly skilled and motivated Lead Technology Business Systems Consultant to join our Contact Center as a Service (CCaaS) Agent Controls and Live Chat team—a group of passionate technologists dedicated to building seamless, efficient, and customer-centric communication platforms.

This is a unique opportunity to lead complex technological initiatives that have broad organizational impact. You'll be at the intersection of business strategy and technology implementation, working alongside cross-functional teams to design and deliver solutions that enhance agent productivity, improve customer interactions, and drive operational excellence across our contact center ecosystem.

About arenaflex

At arenaflex, we believe that exceptional customer experiences start with empowered employees and cutting-edge technology. As a leading financial services organization, we're committed to leveraging the latest advancements in contact center technology to deliver personalized, efficient, and secure interactions for our customers.

Our CCaaS Agent Controls and Live Chat team is at the heart of this mission. We design, implement, and optimize the tools that enable our contact center agents to deliver outstanding service across voice and digital channels. From interactive voice response (IVR) systems to live chat platforms, we're continuously evolving our technology stack to meet the changing needs of our customers and business partners.

What You'll Do

As a Lead Technology Business Systems Consultant, you'll play a pivotal role in driving technological innovation within our contact center operations. Your expertise will be instrumental in translating complex business requirements into scalable, efficient technology solutions that benefit the entire organization.

Key Responsibilities

• Lead Complex Technology Initiatives: Drive end-to-end implementation of technological solutions with organization-wide impact, working collaboratively with cross-functional business and technology teams to deliver results that exceed expectations.
• Strategic Solution Design: Act as a key participant in developing strategic business solutions for companywide technology initiatives, providing subject matter expertise and guidance on contact center technology best practices.
• Business Problem Analysis: Evaluate highly complex business challenges and leverage deep subject matter knowledge to develop innovative technology solutions that address root causes and deliver measurable outcomes.
• Requirements Development: Define and lead detailed research on business and technology requests to create comprehensive, accurate functional requirements that serve as the foundation for successful solution delivery.
• Decision Making: Navigate highly complex and multifaceted situations with confidence, making decisions that influence companywide technology solutions while maintaining alignment with organizational goals and risk management frameworks.
• Project Documentation: Lead the creation and maintenance of project and systems documentation, ensuring clarity, accuracy, and compliance with organizational standards.
• Schedule Management: Monitor and manage project schedules and deliverables, ensuring timely delivery of technology solutions while maintaining quality and meeting budget constraints.
• Cross-Functional Collaboration: Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems, fostering strong working relationships across all organizational levels.
• Communication Excellence: Ensure effective communication and information flow between business and technology teams, facilitating alignment and enabling informed decision-making throughout the project lifecycle.

What We're Looking For

We're seeking a professional who thrives in a dynamic, complex environment and is passionate about leveraging technology to drive business outcomes. The ideal candidate will combine deep technical expertise with strong business acumen and exceptional interpersonal skills.

Required Qualifications

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education
• Demonstrated ability to lead complex initiatives with broad organizational impact
• Strong analytical skills with high attention to detail and accuracy
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Excellent communication skills with the ability to interface effectively across all organizational levels

Desired Qualifications

• Contact Center Technology Expertise: Experience in contact management technologies across Voice and Chat channels, with a solid understanding of how these systems integrate to deliver seamless customer experiences.
• IVR/IVA and Routing Platforms: Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences that optimize routing efficiency and customer satisfaction.
• Risk Management Knowledge: Familiarity with the RCSA Risk Management Framework and the Enterprise Third Party Risk Management framework, demonstrating an understanding of compliance and risk considerations in technology implementation.
• Consultative Skills: Ability to consult, build, and maintain solid working relationships across all organizational levels, with a customer-focused approach to problem-solving.
• Team Collaboration: Demonstrated experience collaborating across resources from business, technology, and architecture teams to deliver integrated solutions.
• Agile Methodology: Experience in Agile methodology as it relates to product delivery, including user story writing and creation—ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria.
• Financial Products Knowledge: Experience working in financial products across card products, lending, and banking, understanding the unique requirements of financial services technology.
• Technical Acumen: Demonstrated technical acumen to allow for independent analytical research and problem-solving.
• Advanced Microsoft Office Skills: Strong proficiency in Microsoft Office applications, especially Excel and PowerPoint, for data analysis, reporting, and presentation purposes.

Skills and Competencies for Success

To excel in this role, you'll need to bring a unique combination of technical expertise, business insight, and leadership capabilities:

• Strategic Thinking: Ability to see the big picture and align technology initiatives with broader organizational objectives.
• Problem Solving & Analysis: Strong problem-solving skills with the ability to conduct current state analysis and translate findings into actionable requirements.
• Stakeholder Management: Experience working with diverse stakeholders, managing expectations, and building consensus across conflicting priorities.
• Technical Documentation: Proficiency in creating clear, comprehensive technical documentation that serves both business and technical audiences.
• Change Management: Ability to lead and adapt to change in a fast-paced, evolving technology environment.
• Innovation Mindset: Passion for exploring new technologies and approaches to improve contact center operations and customer experiences.

Career Growth and Learning Opportunities

At arenaflex, we're invested in your professional development. This role offers exceptional opportunities for career growth and skill development:

• Leadership Development: You'll gain experience leading complex, cross-functional initiatives that will sharpen your project management and leadership capabilities.
• Technology Exposure: Work with cutting-edge contact center technologies, including CCaaS platforms, IVR/IVA systems, and live chat solutions.
• Industry Knowledge: Deepen your understanding of financial services operations, risk management frameworks, and regulatory compliance.
• Professional Certifications: Access to training programs and certifications in Agile methodology, contact center technologies, and business analysis.
• Career Pathways: This role provides a strong foundation for advancement into senior technology leadership positions, including Solution Architect, Technology Manager, or Director-level roles.

Work Environment and Culture

At arenaflex, we foster a collaborative, inclusive, and innovative work environment. Our culture is built on integrity, teamwork, and a commitment to serving our customers. You'll join a team of dedicated professionals who are passionate about technology and customer experience.

We value work-life balance and offer flexible working arrangements to support your well-being. Our offices are equipped with modern amenities and collaborative spaces designed to foster creativity and teamwork. You'll have access to ongoing training and development resources, mentorship opportunities, and the chance to work on meaningful projects that make a real impact.

Compensation and Benefits

We recognize that our people are our greatest asset, and we're committed to providing competitive compensation and comprehensive benefits. The salary range for this position is $119,000 - $206,000, depending on factors such as achievements, skills, experience, and work location.

At arenaflex, eligible employees receive a comprehensive benefits package, including:

• Health Benefits: Medical, dental, and vision coverage to support your well-being.
• Retirement Savings: 401(k) plan with company matching to help you save for the future.
• Paid Time Off: Generous PTO policy to recharge and maintain work-life balance.
• Disability Benefits: Short-term and long-term disability coverage.
• Life Insurance: Life insurance, critical illness insurance, and accident insurance for peace of mind.
• Family Support: Parental leave, critical caregiving leave, and adoption reimbursement.
• Financial Wellness: Discounts and savings programs, commuter benefits, and financial planning resources.
• Education Assistance: Tuition reimbursement and scholarships for dependent children.

Ready to Make an Impact?

If you're a results-driven professional who thrives on complexity and is passionate about technology-driven customer experiences, we want to hear from you. Join arenaflex and be part of a team that's shaping the future of contact center technology.

This is your opportunity to leverage your expertise, lead meaningful initiatives, and advance your career in a supportive and dynamic environment. Apply today and discover why arenaflex is a great place to grow your career.

We value equal opportunity and believe in building a diverse, inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.