Senior Technology Manager, Contact Center Technology
We are seeking a highly skilled and experienced Senior Technology Manager to oversee our contact center technology operations. In this role, you will be responsible for managing the technology infrastructure, systems, and applications that support our contact center operations. You will work closely with cross-functional teams to ensure the smooth functioning of our contact center technology and to drive continuous improvement in efficiency, scalability, and customer experience. The ideal candidate will have experience in:
Technology Strategy and Planning: Develop and execute a comprehensive technology strategy for the contact center, aligned with the overall business objectives. Identify opportunities to leverage technology to improve operational efficiency, enhance customer experience, and drive business growth.
System Implementation and Integration: Lead the implementation and integration of contact center technology systems, including but not limited to, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Customer Relationship Management (CRM), and workforce management solutions. Ensure seamless integration with existing systems and applications.
Technical Leadership: Provide technical leadership and guidance to the contact center technology team. Mentor and develop team members to enhance their skills and capabilities. Foster a culture of innovation and continuous learning within the team.
Vendor Management: Manage relationships with technology vendors and service providers. Evaluate vendor offerings, negotiate contracts, and ensure compliance with service level agreements (SLAs). Stay informed about industry trends and emerging technologies.
Performance Monitoring and Optimization: Monitor the performance of contact center technology systems and applications. Identify areas for improvement and optimization. Implement proactive measures to prevent downtime and disruptions.
Compliance and Security: Ensure compliance with regulatory requirements and industry standards, such as PCI DSS and GDPR. Implement robust security measures to protect customer data and sensitive information.
Stakeholder Communication: Collaborate with internal stakeholders, including contact center operations, customer service, IT, and business leadership, to understand their requirements and priorities. Communicate effectively to align technology initiatives with business goals.
Budget Management: Develop and manage the contact center technology budget. Ensure efficient allocation of resources and optimal utilization of technology investments.
Position Responsibilities:
Strategy
Partner with corporate functional leaders and execute a technology strategy that will enhance overall business capabilities.
Stay abreast of technology industry trends and best practices.
Continuously transform the organization to increase efficiencies and reduce overall expense.
Partner with innovation team to test and learn emerging technology and its viable applicability to enhance corporate business capabilities.
Delivery Planning and Execution
Create, prioritize, plan and execute portfolio/product roadmaps through collaboration with Product Management and DevOps, including the on-going resequencing of projects in the portfolio roadmap as priorities shift.
Complete 90% of projects within 5-10% of approved funding and 1 month of baselined completion date.
Reduce time to market by utilizing Agile methodologies.
Provides insights on risks based on broad experience.
Develops project risk profile, mitigation plan and contingency plan.
Technology/Operational/ Risk Control
Lead integration and synergy between architecture/technology planning and development initiatives, providing direction and decisions in application development to support platforms.
Cultivate good system management disciplines including clearly defined and documented roles and responsibilities, documented phase processes and checkpoint and detailed planning for system deployment.
Ensures compliance and control activities support technology and enterprise business objectives and are aligned with executive risk tolerances and expectations.
Ensures processes and controls within assigned area to enhance performance, security, reliability and availability of systems.
Drive a continuous improvement and compliant culture through documented policies, procedures and architecture.
Leadership
Leads large size technical project teams or programs that span the enterprise.
Manage the financials of the assigned area with attention to the details of budgets while exhibiting a strict cost discipline and financial performance.
Manage and develop team cultivating a spirit of one team with shared goals and objectives.
Select, motivate and retain high performing talent. Work with senior leaders to evolve culture and organizational behavior, elevating technology into a strategic partner.
Act as the principal technology advisor to corporate organizations and a champion for identifying, leading, and driving information technology transformation.
Position Qualifications:
Bachelor's degree from an accredited university in Computer Science, Engineering, Math or other relevant Technology degrees or equivalent through a combination of education and/or technology experience or High School diploma or GED and 12 years of progressively responsible experience
8 years of Technology experience and proficiency
8 years of experience leading large, complex/critical technology projects
8 years of experience influencing strategy for large organizations
6 years of experience managing others
5 years of experience specifically in contact center technology
4 years of technical expertise in contact center technology systems and... For full info follow application link.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.