Service Executive-Bellvue, WA

This position is customer facing and cannot be done remotely. Relocation assistance is not offered.

This position intended to Lead all phases of the Contact Center Ecosystem and act as the single point of accountability for all parts of the Ecosystem. The Contact Services Executive is an integral part of the Contact Center Service Delivery strategy by leading AT&T internal organizations and AT&T suppliers to work together to provide a united front to the customer. Proactively and reactively support the Contact Center Ecosystem 24x7, 365 days a year, with an emphasis on executive level communication, relationship management with Microsoft managers and executives, service, process improvement, with expertise and in-depth knowledge of all AT&T Services. Build trust and credibility with Microsoft throughout all phases of the customer life cycle.

· Business Requirements input with the customer

· Capacity Planning and recommendations to the customer

· Deployment Decision support

· Contract Support

· Provisioning Oversight incl. escalation to meet customer due dates

· Program Integration Leadership and coordination between PMs in all areas of Contact Center Responsibility.

· Provide the single point of contact for customer Maintenance Escalation.

· Project management (PMP)

Areas of work include: responsibility for escalating to the appropriate levels within the company and suppliers. Develop & Maintain the Customer Service Guide/RACI/Program Documentation for Provisioning, Maintenance and Billing. Initiate preventative actions for provisioning and ordering issues. Present weekly status reports, monthly stewardship, lead Quarterly Business Review, for customer and account team. Lead cross-functional meetings on ICM/Voice/Data network and internal processes to meet and exceed customer needs and expectations. Responsible for implementation and training with customer. Direct customer meetings and industry linkages for service delivery improvements and communications. Serve as mentor to AT&T employees and subcontractors who support the contact center environment.