Senior Manager, Contact Center Technologies

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength.  WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

To enable our business to expand our lead in a market increasingly enhanced by technology, WM is undertaking a substantial technology transformation. We are seeking talented Information Technology professionals to join the WM team who are motivated to help us transform the way we design, build and use technology. With your skills and experience, we look for you to combine your technical expertise with industry best practices in an effort to align information technology solutions with WM business strategy.

  I. Job Summary

Coordinates and directs the efforts two to three teams and/or two to three projects in the design, development, implementation, and support of various information technology/systems applications and/or projects to support a broad spectrum of business needs of a business unit or an IT sub-function related to customer service, sales, and technical support interactions between customers, vendors, and/or employees with various WM business of IT departments. 

 

II. Essential Duties and Responsibilities 

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily.  Other minor duties may be assigned and may vary by department. 

Leads highly technical team of regionally distributed resources.

Responsible for all CCT technology across the organization

Establishes strategic plans and objectives.

Creates and/or approves project plans and application designs to ensure projects are aligned with standards and IT strategy. Approves standards, policies, and procedures.

Provides expert technical and functional leadership and problem resolution to teams.

Coordinates with multiple teams and suggests solutions in support of technology needs of the business unit or function served.

Assigns and reviews work. Allocates appropriate resources to ensure that projects are completed within committed time and budget and are integrated with other software applications.

Maintains working relationship and coordinates with several teams to integrate project with applications and/or initiatives.

Coordinates communication about project status to all levels of the organization.

Prepares and/or provides budget input for ongoing and future expenditures, monitors budget performance, and provides forecasts. Monitors departmental performance against budget.

Coordinates and oversees recruiting, interviewing, hiring, career development, performance management, pay determination and team communication.

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is management through one or more managerial levels.  This includes:

Direct supervision of full-time employees including management, team leads and individual contributor positions;

May have indirect supervision of other full-time management and/or individual contributor positions.

  IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: Bachelor's Degree (accredited) in Computer Science, MIS, Business Administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.

Experience: Eight years of relevant work experience (in addition to education requirement).

B.  Certificates, Licenses, Registrations or Other Requirements

Genesys / CCT Technical Certifications Preferred 

C. Other Knowledge, Skills or Abilities Required

Require in depth skills in the following: Genesys Cloud CX, Genesys Engage, Salesforce Service

Cloud, AWS, NICE IEX, Avaya, and UCaaS solutions such as Microsoft Teams. Experience should

include competence in Agile and SDLC implementation methodologies. Knowledge of contact center

operations and technologies, with deep experience in managing teams involved in development,

implementation and support, QA management experience and training experi