Contact Center Technology Manager
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
ISN Corporation is seeking an experienced and innovative Technology Manager to oversee all IT aspects at a large, high-volume government omni-channel contact center. The successful candidate will be responsible for managing the technology infrastructure, leading IT projects, ensuring system security, and developing the technology strategy for the contract. This role requires close collaboration with various departments to support their technology needs and ensure the seamless operation of IT systems. The Technology Manager will play a critical role in enhancing the overall customer experience through effective technology management and implementation. The Technology Manager will be tasked with evaluating technical operations and customer experience, identifying areas for improvement, and presenting actionable recommendations. The ideal candidate will possess a strong background in CRM systems, particularly Salesforce, and will be a certified Salesforce Administrator and/or Salesforce Certified Technical Architect. They will also have experience in managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats. In addition to overseeing the technology infrastructure, the Technology Manager will be responsible for the technical planning, design, configuration, implementation, and maintenance of all contact center technologies. This includes expertise in intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools. The successful candidate will also evaluate emerging contact center technologies, present recommendations to leadership, and implement chosen technologies, ensuring that the technology stack aligns with business objectives.
