Technical Application Lead

Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration.
We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets.



The Technical Applications Lead is a remote role reporting to the Customer Engagement Center's Optimization Senior Manager.
The primary responsibilities of the Technical Applications Lead include supporting day to day technology needs for the Customer Engagement Center ("CEC") acting as a liaison between the CEC, the ReadyRefresh technology team and outside technology vendors.
This role will be responsible for contact routing, IVR maintenance and updates, and implementation/refinement of all technologies supporting the CEC operation.

Reporting Location:

Remote in commutable distance to Norton, MA or Tampa/Lakeland, FL.
Must be willing to travel.

Key responsibilities include but are not limited to:

• Primary support for Telephony Platform including vendor liaison, configuration changes, system-wide monitoring, user setup and troubleshooting
• Cross-functional oversight and support for integrations with any internal and external vendors and applications
• Lead and assist in projects that impact CEC technology
• Support quality and testing processes for new technologies or enhancements
• Create end user documentation and training materials
• Provide market assessment of available technologies and recommend solutions
• Continuous improvement through analysis of contact flows and IVR-self-serve
• Daily monitoring of all technology platforms and applications for performance
• Coordinate with IT organization and vendors to address performance issues and defects
• Partner with Workforce Optimization Lead to understand contact patterns and opportunities for improvement
• Maintain on-call availability for after hours support
• Communicate technology opportunities and provide status updates to leadership and other third-party vendors as needed
• Conduct detailed reporting and business analysis ad-hoc
• Support business continuity planning

QualificationsKey qualifications include:

• Bachelor's Degree preferred; and/or 3-5 years related experience and/or training; or equivalent combination of education and experience
• Experience leading cross-functional projects and/or major business initiatives preferred
• Proficiency in Microsoft Office Suite including Excel and PowerPoint
• Technical experience with any contact center platform i.e.
Cisco, Five9, Genesys, etc.
• High level understanding of SaaS, PaaS, and IaaS platforms as it relates to contact centers
• Understanding of contact center business and technology principles including but not limited to telephony, workforce management, case management, and KPIs
• Must demonstrate the ability to effectively present information and respond to questions across all levels of the organization
• Proven ability to handle multiple projects simultaneously while meeting deadlines

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for working remotely
• Work environment must be free from distractions, including any background noise that impacts productivity
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
You may not use satellite internet providers.
• Must be able to certify compliance with requirements regarding internet speed and connection
• The employee must have the flexibility to report to their site as needed

Primo Brands' established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®.
Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill.
At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it.
We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.

Primo Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment.
We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
If you need any assistance or accommodations due to a disability, please contact us at ***