Position Details:

Responsibility

% of Time

Owns the strategic roadmap and long term differentiated vision for our communications channel portfolio spanning voice IVR, SMS/MMS, web/mobile, speech recognition, NLU, chatbots, and social channels.

40%

Performs competitive analysis within and outside of the industry, translating findings into strategy.

10%

Highly visible evangelist of our digital communication service, advocating and driving our vision into our sales, marketing, and customer segments

15%

Guides Product decisions as an expert in omnichannel communication platforms and strategies, in support of CSG’s overall Customer Experience platform strategy and offering.

20%

Drive market recognition as an expert in this space via industry speaking engagements, position papers, etc.

15%

Regular and reliable attendance is required.

Ongoing

This job requires domestic and/or international travel up to 40%.  (Delete row if not applicable.)

Ongoing

Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.

Ongoing

NOTE:  The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive.  An employee may perform duties outside of their normal responsibilities as needed.

Typical Interactions/Relationships   

(This job typically interacts with the following individuals and groups.)

External – Trade groups, conferences, research institutions, 3rd party vendors adjacent to or overlapping this domain.

Internal – Executive leadership across devops, product management, sales, marketing, PSG

Work Environment

(Work environment including any noise, equipment, space, temperature, etc. conditions.)

• Standard office environment

Education

(Education, training and/or certifications typically required to successfully perform the job.)

• Bachelor’s degree is required
• Master’s degree/MBA preferred
   

Experience

(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)

Product strategy and development - 6
Telecommunications / Digital Communications / Digital Transformation industry experience - 6
Customer Experience Platforms - 4
 

Preferred 

• Proven track record in developing and launching digital transformation products and services

Knowledge, Skills and Abilities 

(Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.) 

• You must be exceptional in front of clients and executives, with the ability to both drive execution and influence strategic initiatives/planning. Leadership talent – both direct line and matrixed – is essential. 
• Strong communication skills – demonstrated ability to evangelize communication solutions and strategy to internal and external audiences.
• Proven experience and technical acumen with Voice IVR / Voip technologies and solutions, as well as experienced in 2 or more digital services spanning SMS, MMS, eMail, web, mobile, and chatbots.
• Experienced with creating and launching self-service applications to drive more customer engagement while reducing costs to serve customers.
• Experience with Cloud based platforms including but not limited to Amazon AWS technology and platforms desirable.
• Proven track record of launching new unified communication / omnichannel solutions into the market.
• Ability to work with sales and sales engineering to outline specific solutions and approaches for customer opportunities.
• An empathy for users as well as knowledge of and passion for the rapidly evolving communications ecosystem is a must
• Ability to communicate and present information effectively with senior executives and peers as well as with technical partners and agencies
• Ability to matrix manage across corporate functions
• Ability to develop and manage business cases and financial models
• Ability to use a personal computer.  Proficiency with other Microsoft Office applications.
• Ability to read, write, speak and understand the English language in a business environment.