Director Professional Services

This position is responsible for consultative performance in all areas related to the company solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

TECHNICAL
Provide senior-level technical configuration and, in some cases, programming as required.
Provide process, data and object modeling in a variety of application and database environments.
Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
Provide technical architecture leadership, analysis, design, development, and enhancement.
Maintain senior-level expertise and currency in industry leading contact center technologies.

PROJECT
· Serve as a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
· Develop costing proposals for projects, perform risk analysis, and manage change control.
· Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
· Conduct comprehensive cost/benefit analysis and prepare business cases for projects.
BUSINESS
· Present a professional image in conduct, attitude and attire.
· Assist with the development of client information management standards and evaluation of technology trends.
· Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects. SUPERVISORY
· Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
· Supervise and mentor all intermediate and junior level the company staff assigned as members of your project team.
· Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
· Supervise and mentor all intermediate and junior level staff working on other projects under your area of responsibility.
· Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
· Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives.
· Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
· Responsible for recruiting, hiring and firing for the department.
· Follow the company Code of Ethics and the company policies and procedures at all times.
· Communicate in an effective and professional way with customers in and outside of the company.