IT Manager III - Contact Center Technology & Operations
On-sitePhoenix, Arizona, United States or Dallas, Texas, United States
Job Summary
Manage teams and deliver complex projects in contact center technology domains to maintain security posture on time and on budget. Collaborate with business partners to address customer needs, ensure rapid issue resolution, and foster continuous improvement through Agile/Scrum practices. Create comprehensive project plans, remove impediments, and track performance to achieve short-term and long-term goals. Recommend improvements to business processes while implementing safety procedures, data recovery plans, and user manuals. Partner with leadership on talent management, performance reviews, and annual budget preparation. Align transformation efforts with banking regulations and ensure all systems meet compliance requirements.
Required Qualifications
- 7+ years of related experience in IT--App Support, IT--Development, IT--Networking or similar field
- Bachelor's degree in related field
- Previous leadership experience
- Proven experience as a Delivery Manager, Engineering Manager, or similar role in contact center & customer experience space
- Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture
- Familiar with Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code
- Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions
- Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices
- Intermediate to advanced experience in managing technology teams within a specific functional area while ensuring high quality delivery of complex products or services
- Intermediate to advanced experience with the execution KPIs and timelines with proven ability to analyze a variety of data and summarize findings in applicable reports or other communication mediums
- Advanced speaking and writing communication skills
- Strong analytical and problem-solving abilities, with keen attention to detail
- Experience working in an onshore-offshore model
- May require up to 25% travel
Desired Qualifications
- Intermediate knowledge of general Financial Services or Banking is preferred
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