IT Manager III - Contact Center Technology & Operations

Western Alliance Bank • Phoenix, AZ

15h • Onsite

About The Position

As IT Manager III, you will serve as a Subject Matter Expert (SME) in multiple functional areas/domains on system processes and data structures that support multiple technology disciplines. In this role you will manage teams and deliver complex projects in designated domain(s) or functional area(s) to maintain the security posture on time and on budget. Additionally, this role will collaborate with internal business & product partners to proactively address ongoing customer needs and ensure rapid resolution to open issues. In this role, you will foster a collaborative environment with focus on continuous improvement and delivery of working software. As IT Manager III you will also participate in strategic and tactical planning for the delivery of products and services as well as evaluating technology and setting standards. Working in this role, you will recommend improvements to established business processes while continuing to deliver high value in execution. You will create and deliver comprehensive project plans, remove any impediments, and track overall project performance to analyze the successful completion of business short-term and long-term goals. This role requires strong project management skills, technical expertise in contact center technologies, and exceptional leadership abilities to guide cross-functional teams through the transformation process using Agile/Scrum practices. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the voice, chat, messaging and self-service/AI experience across lines of businesses in the bank. Implement safety procedures and data recovery plans. Develop user manuals, as well as policies, procedures, and safety protocols. Partner with IT Leadership in the creation of a plan for employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce as well as recruit, train, and evaluate staff members’ work. Work with IT Leadership in the preparation and management of the annual budget, business cases, execution plans, operating plans for the team and resources required to achieve established program priorities. Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations. Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives. Monitor project performance, track key metrics, risks and implement corrective actions as needed. Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

Requirements

• 7+ years of related experience in IT--App Support, IT--Development, IT--Networking or similar field.
• Bachelor's degree in related field required.
• Previous leadership experience required.
• Proven experience as a Delivery Manager, Engineering Manager, or similar role in contact center & customer experience space.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Familiar with Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Intermediate to advanced experience in managing technology teams within a specific functional area while ensuring high quality delivery of complex products or services.
• Intermediate to advanced experience with the execution KPIs and timelines with proven ability to analyze a variety of data and summarize findings in applicable reports or other communication mediums.
• Utilize data to identify areas of improvement and opportunities for growth by collaborating with business and tech leads.
• Advanced speaking and writing communication skills.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Experience working in an onshore-offshore model.

Nice To Haves

• Intermediate knowledge of general Financial Services or Banking is preferred.
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.

Responsibilities

• Manage teams and deliver complex projects in designated domain(s) or functional area(s) to maintain the security posture on time and on budget.
• Collaborate with internal business & product partners to proactively address ongoing customer needs and ensure rapid resolution to open issues.
• Foster a collaborative environment with focus on continuous improvement and delivery of working software.
• Participate in strategic and tactical planning for the delivery of products and services as well as evaluating technology and setting standards.
• Recommend improvements to established business processes while continuing to deliver high value in execution.
• Create and deliver comprehensive project plans, remove any impediments, and track overall project performance to analyze the successful completion of business short-term and long-term goals.
• Guide cross-functional teams through the transformation process using Agile/Scrum practices.
• Transform Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the voice, chat, messaging and self-service/AI experience across lines of businesses in the bank.
• Implement safety procedures and data recovery plans.
• Develop user manuals, as well as policies, procedures, and safety protocols.
• Partner with IT Leadership in the creation of a plan for employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce as well as recruit, train, and evaluate staff members’ work.
• Work with IT Leadership in the preparation and management of the annual budget, business cases, execution plans, operating plans for the team and resources required to achieve established program priorities.
• Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• Work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Monitor project performance, track key metrics, risks and implement corrective actions as needed.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• Great 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program
• Opportunity to bolster business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior