IT Manager, Customer Engagement Technology

The IT Manager – Customer Engagement Technology is a senior leadership role responsible for defining and executing the technology strategy that powers our digital customer channels, contact center platforms, and Voice of the Customer (VoC) capabilities. This leader will oversee a team that includes dedicated managers for Digital Technologies and Contact Center Technologies, ensuring their efforts are cohesive, high-impact, and aligned with business goals.

This role has full accountability for financial planning and stewardship, including budget ownership, resource planning, and value realization. The manager will lead large-scale, cross-functional technology initiatives from concept through delivery, while championing system stability, operational excellence, and customer-centric innovation. A key focus is on enabling and supporting Agile delivery, fostering a culture of transparency, incremental value, and iterative improvement in coordination with Product Owners, Scrum Masters, and Release Train Engineers.

As an integral member of the IT leadership team, this individual will shape strategic roadmaps, partner with business stakeholders, and contribute to the broader vision for customer-facing technologies. The ideal candidate is a collaborative leader with strong business acumen, technical depth, and a passion for delivering seamless, intuitive, and secure experiences across all customer touchpoints.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

Please note: Authorization to work in the United States is a precondition to employment in this position. Eversource will not sponsor candidates for work visas for this position.

Essential Functions: 

• Lead the strategy, delivery, and continuous improvement of digital engagement platforms, and contact center technologies.
• Manage and mentor a team of IT Managers overseeing Digital and Contact Center technologies, ensuring alignment across delivery roadmaps and business objectives.
• Drive Agile delivery practices, including sprint planning, backlog prioritization, and collaboration with Scrum teams and Release Train Engineers.
• Oversee end-to-end project execution—ensuring initiatives are delivered on time, within budget, and meet quality and business requirements.
• Maintain accountability for the stability, scalability, and resilience of customer-facing systems and platforms.
• Monitor technology performance and customer impact, using KPIs and metrics to drive improvements and inform decisions.
• Partner with business stakeholders, product owners, and enterprise architects to shape long-term technology roadmaps aligned with customer experience strategy.
• Manage budgets, forecasts, and vendor relationships to ensure cost-effective technology delivery and support.
• Ensure compliance with regulatory, cybersecurity, and data privacy requirements across digital and contact center platforms.
• Foster a high-performance, customer-focused culture through coaching, knowledge sharing, and effective team engagement.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: 

• Strong leadership in managing diverse technical teams, fostering innovation, and promoting a culture of continuous improvement.
• Deep understanding of software development methodologies to include Agile concepts and principles, architecture principles, and the full software development life cycle (SDLC).
• Expertise leading technical teams in diagnosing and resolving complex technical issues applying conceptual thinking.
• Proven ability to lead technical teams and manage third-party IT service providers, ensuring alignment with performance and delivery standards.
• Strong foundation in IT management, vendor oversight, and operational excellence in managed services environments.
• Demonstrated ability to lead technical teams to design and deliver scalable, high-quality technical solutions with a customer-first mindset.
• Skilled in strategic planning for application lifecycle management and long-term technology sustainability.
• Adept at translating business requirements into technical solutions and actionable