Job description

The Contact Center Technology Manager will lead and execute an innovative financial company’s fleet of customer solutions and contact center technologies.

It requires a customer-centric tech mindset because every solution has to be supported technically and be operationalized. Aside from being tech savvy, key traits you need to be successful in this role include being passionate about improving the customer experience, being highly cross-functional and adept at stakeholder management, always challenging the status quo, and having a strong business sense. You will be part of a high performing, passionate, driven, fast paced, fun and results-focused MarTech team.

Responsibilities

• Develop and execute a technical plan and roadmap that focuses on improving the customer experience through sales and servicing channels
• Provide technical guidance to the team on the contact center suite of products/ tech stack that includes telephony system, chatbot platform, co-browse platform and other customer tech solutions
• Play integral role in developing the next generation voice and omni-channel customer experiences
• Cross functional teamwork is a must to ensure smooth deployments and releases on projects
• Identify improvement opportunities and enhance our phone and chat customer experience
• Help and guide the team in troubleshooting system issues or outages; determine root causes and resolve issues
• Work directly with senior management to align strategies and solutions
• Manage vendor relationships
• Responsible for managing a team that includes analysts, engineers and developers that work on our telephony and chatbot platforms

Requirements

• 4+ years' of implementing contact center and customer solutions technology
• 3+ years' of people management experience in leading and growing a team
• Proven ability to implement industry leading Interactive Voice Response (IVR) and/or Intelligent Virtual Agent (IVA) technologies (i.e., Five9) and successfully maintain platforms during & post-implementation.
• Demonstrated ability to leverage Human Centered Design (HCD) approaches to understand end user experiences, identify pain points/gaps, and develop technology solutions to solve gaps
• Deep understanding or experience on industry best practices in terms of Customer Experience and Contact Center technologies
• Strong understanding of Agile methodology and project management concepts
• Demonstrated project management skills, PMP certification is preferred but nice-to-have
• Design and deliver scalable solutions which follow best practices for design
• Experience leading large-scale technology transformations within the Banking industry
• Creative problem solver and have a keen curiosity about ensuring the best possible experience for our customers
• Highly energetic and structured self-starter; you set goals and attain them
• Impeccable communications skills – verbal, written, presentation and team management skills
• Proven ability to implement industry leading Interactive Voice Response (IVR) and/or Intelligent Virtual Agent (IVA) technologies (i.e., Five9) and successfully maintain platforms during & post-implementation.
• Deep knowledge of Telephony concepts including:
• ACD (automated call distribution)
• CTI (Computer telephony integration)
• IVR / IVA
• Workforce management systems
• Workforce Optimization systems

Preferred:

• Technical and/or project management certifications
• Avaya, Cisco ICM, Genesys Cloud, Amazon Connect, Five9, Nice InContact, Cogito, Nuance, Intrado, etc
• Knowledge of how APIs work

Job Type: Full-time

Pay: $90,000.00 - $114,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• San Diego, CA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• people management: 3 years (Required)
• implementing IVR and/or IVA technologies: 4 years (Required)

Work Location: One location

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