Chesapeake, VA30+ days ago
Programming & Development - Apply programming knowledge to convert project specifications into logical coding steps - Design, develop, and implement applications and integration projects System Maintenance & Enhancement - Maintain and enhance Call Center systems, including CRM platforms (PeopleSoft, Salesforce), CCaaS (Five9), APIs, and related tools - Evaluate system performance, ensure integrity, and recommend improvements or enhancements - Maintain Call Center support tools and identify opportunities for workflow automation and optimization Project & Documentation Management - Develop project documentation, implementation plans, goals, milestones, and timelines - Oversee disaster recovery planning and execution to maintain 99% uptime for on-site and remote teams - Manage budgets for training, system maintenance, upgrades, new technologies, and professional services Collaboration & Vendor Management - Collaborate with vendors and outsourced partners to optimize system configurations and evaluate new technologies - Guide the direction of Canon Information Technology Services, Inc. tools (CRM, CCaaS, etc.) in coordination with vendors and internal developers Leadership & Mentorship - Lead special customer-focused projects as assigned - Mentor, coach, and cross-train team members to promote knowledge sharing and reduce single points of dependency Innovation & Strategic Support - Research and recommend emerging technologies that align with business needs - Support Canon Information Technology Services, Inc.'s strategic initiatives and partner with Canon USA to enhance self-service systems About You: The Skills & Expertise You Bring. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.