Business Technology Manager -- Contact Center
About The Position
The Business Technology Manager will lead development efforts for KeyBank’s mission-critical Enterprise Contact Center platform, supporting a modernization initiative using technologies such as Google Contact Center AI, UJET, NICE, and Pindrop. The role is responsible for the overall development and implementation of the contact center cloud platform and for delivering differentiated experiences for Key’s customers and employees. The manager will lead a medium-sized team that may include business analysts, scrum masters, engineers, developers, external resources, and vendors. The role includes aligning development with architecture and technical guidelines, collaborating with product and cross-functional teams and business stakeholders, troubleshooting issues, and mentoring team members. The position also involves designing software system architecture, building scalable web services, cloud functions, applications, and APIs, maintaining internal software tools, improving software efficiency, and collaborating with the cloud team on microservices. The position is based at 4900 Tiedeman Road in Brooklyn, Ohio. Key prioritizes in-office presence while providing flexible options when a role can be performed effectively in a mobile environment.
Requirements
- Bachelor’s degree or equivalent work experience.
- Minimum 10 years of experience in development or full-stack development.
- Ability to work with a Product Owner, Scrum Master, and cross-functional teams as a product team to achieve a shared goal.
- Ability to work with different stakeholders to understand business needs.
- Ability to lead development implementation in alignment with architecture.
- Excellent interpersonal, networking, communication, and organizational skills.
- Knowledge of project management strategies and tactics.
- Knowledge of agile project management strategies and tactics.
- Knowledge of application development tools and toolkits.
- Knowledge of application maintenance and production application support.
Nice To Haves
- Contact Center experience.
- Experience with Dialogflow CX.
Responsibilities
- Manage, develop, and ensure effective engagement and execution of a medium-sized team, which may include business analysts, scrum masters, engineers, developers, external resources, and vendors.
- Lead development and implementation of the Enterprise Contact Center platform in alignment with architecture and technical guidelines.
- Attract and develop internal and external talent.
- Plan, organize, monitor, and control projects and use technical and administrative resources effectively.
- Use agile project management strategies to plan, organize, monitor, and control projects.
- Develop and support applications using appropriate application development tools and toolkits.
- Define, implement, modify, and support production applications.
- Mentor team members and assist with troubleshooting.
- Design software system architecture.
- Implement scalable web services, cloud functions, applications, and APIs.
- Develop and maintain internal software tools.
- Troubleshoot and fix bugs.
- Identify bottlenecks and improve software efficiency.
- Collaborate with the cloud team to develop microservices.
- Work with the Product Owner, Scrum Master, and cross-functional teams toward shared product goals.
- Work with stakeholders to understand business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
