Contact Center Technology Manager - Remote

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Information Systems Management

Job Qualifications:

Skills:

Call Center Solutions, Contact Center Software, Contact Centre Technology, Salesforce Platform

Certifications:

None

Experience:

4 + years of related experience

US Citizenship Required:

No

Job Description:

As a Contact Center Technology Manager, you will oversee the management, optimization, and implementation of technology systems supporting the customer's contact center operations. This role is responsible for ensuring the seamless functioning of contact center platforms, including telephony systems, CRM integrations, workforce management tools, and any other supporting technologies. The ideal candidate will have a strong background in contact center operations, technical expertise in relevant systems, and the ability to lead cross-functional teams in a fast-paced, customer-driven environment.

Technology Strategy & Planning:

• Develop and execute the technology strategy for the contact center, ensuring alignment with customer and business objectives.
• Stay current with industry trends, emerging technologies, and best practices to continually enhance contact center performance.
• Collaborate with business leaders to understand customer service goals and recommend tech solutions to improve operational efficiency and customer experience.
• Ensure compliance with security requirements and standards
• Introduce AI forward contact center solutions using NLU, NLP, LLMs, and Agentic AI.

System Design & Implementation:

• Lead the selection, design, configuration, and implementation of new technologies and platforms for the contact center.
• Manage the integration of third-party systems and applications (CRM, WFM, IVR, etc.) into the existing contact center ecosystem.
• Ensure that all systems are optimized for reliability, scalability, and security.

System Maintenance & Optimization:

• Oversee the monitoring and maintenance of contact center technologies to ensure optimal performance and uptime.
• Troubleshoot and resolve technical issues related to telephony, CRM, WFM, and other contact center software.
• Collaborate with IT and external vendors to address any system outages or performance degradation in a timely manner.

Team Leadership & Collaboration:

• Lead, mentor, and manage a team of technical professionals, including system administrators, analysts, and developers.
• Provide training and guidance to the contact center staff on new technology tools and solutions.
• Partner with cross-functional teams, including IT, operations, and customer service, to implement new initiatives or resolve issues.

Performance Analytics & Reporting:

• Implement reporting systems to track key performance indicators (KPIs) and system metrics to gauge the effectiveness of technology solutions.
• Utilize data insights to make recommendations for continuous improvement in technology tools and processes.
• Provide regular updates to leadership on the performance, ROI, and opportunities for optimization of contact center technologies.

Vendor Management:

• Manage relationships with technology vendors, service providers, and consultants.
• Oversee contracts, service level agreements (SLAs), and performance reviews with third-party vendors to ensure service quality and compliance.
• Ensure timely delivery of software updates, system patches, and feature enhancements.

Budgeting & Cost Management:

• Develop and manage the budget for the contact center technology portfolio.
• Identify opportunities for cost-saving measures through more efficient use of technology.
• Ensure all technology projects are completed on-time and within budget.

WHAT YOU’LL NEED TO SUCCEED:

Required:

• Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area.
• 4+ years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.
• Salesforce Certified Administrator and/or Salesforce Certified Technical Architect.
• Experience in contact center solution design, architecture, and implementatio