A Technical Program Lead in the Digital Transformation and Technology (DTT) department is a techno-functional leader responsible for influencing and implementing transformational technical strategies, initiatives, and programs that impact multiple areas of the organization.
This role serves on the Support Ecosystem team, whose mission is to enable Chick-fil-A to provide simple, seamless support to customers, restaurants, and internal staff. This role is responsible for technical leadership of the solutions that support our contact center operations, including but not limited to, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management (WFM), and Quality Assurance (QA) solutions.
The Technical Program Manager - Contact Center Solutions interacts with stakeholders in Support Now (Chick-fil-A’s service desk department), including the Workforce Management team, the Quality Assurance team, the Knowledge Management team, and the Strategy & Transformation team. To ensure successful delivery of technology solutions, this role will partner internally with many different roles in the DTT department, including software engineers, system architects, technical product owners, and other technical program leads.
This role requires:
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Technology Strategy and Planning:
Technology Delivery and Execution:
Stakeholder Collaboration: