Business Technology Manager -- Contact Center
About The Position
Join KeyBank’s Voice & Chat Automation / Contact Center Delivery group and help modernize its mission-critical Enterprise Contact Center platform using technologies including Google Contact Center AI, UJET, NICE, and Pindrop. The Business Technology Manager leads development efforts, ensures alignment with technical and architectural guidelines, troubleshoots issues, and mentors team members. The role is responsible for the overall development and implementation of the contact center cloud platform. It uses technical, business, delivery, relationship, and leadership skills to guide a team in developing, implementing, and maintaining Key’s Enterprise Contact Center platform, delivering differentiated experiences for customers and employees. The position is located at 4900 Tiedeman Road, Brooklyn, Ohio. Key’s workplace approach prioritizes in-office presence while offering flexible options when a role can be performed effectively in a mobile environment.
Requirements
- Bachelor’s degree or equivalent work experience.
- At least 10 years of experience in development or full-stack development.
- Excellent interpersonal, networking, communication, and organizational skills.
- Ability to work with a Product Owner, Scrum Master, and cross-functional teams as a product team toward a shared goal.
- Ability to work with stakeholders to understand business needs.
- Ability to lead development implementation in alignment with architecture.
Nice To Haves
- Contact Center experience.
- Experience with Dialogflow CX.
Responsibilities
- Manage, develop, and support the effective execution of a medium-size team that may include business analysts, scrum masters, engineers, developers, external resources, and vendors.
- Help attract and develop internal and external talent.
- Plan, organize, monitor, and control projects, using technical and administrative resources efficiently.
- Apply agile project management strategies and tactics.
- Use application development tools and toolkits to develop and support applications.
- Define, implement, change, 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 micro-services.
- Work with the Product Owner, Scrum Master, cross-functional teams, and stakeholders to understand business needs and achieve shared goals.
- Lead development implementation in alignment with architecture.
Benefits
- Eligibility for incentive compensation, which may include production, commission, and/or discretionary incentives.
- A list of benefits is available via the employer’s benefits link; specific benefits are not stated in the posting.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
