The Manager of Contact Center Technology serves as the technical resource manager for CSO Contact Center Technology and maintenance efforts. This position assists the Director of Contact Center Technology in providing leadership for our existing application environment, implementation, and customization of Contact Center Technologies, and guidance/expertise for the continuous improvement of uninterrupted operations. The Manager will plan, organize, and oversee the execution of the work of Genesys Developers and Cloud Engineers. They will collaborate with business owners to understand requirements and to identify solutions. The Manager will possess and utilize significant breadth and depth of experience in troubleshooting, maintenance, and administration of application systems. In addition to software development/support, the candidate will work with interfaces to and from applications within their area of responsibility. This role will also spend time planning and coordinating work efforts with other functional groups, including Database Administration, Storage, OS Support, Business Continuity, Security, PCI, and NOC. The culture of our organization places an emphasis on teamwork, and the position of Manager of Application Services demands a high degree of human interaction, so social and interpersonal skills are equally important as technical capability. The individual filling this position should have a background and general understanding of Contact Centers as it pertains to the healthcare industry. Prior knowledge of the applications involved is a plus. Development experience is preferred. In this role you will: Planning: Resources, SLAs, Project tasks, Business Continuity, Capacity, and IT Solutions Manage staff maintaining/supporting multiple products and services to meet overall vision for Parallon CSO. Prioritize staff work based on stakeholder input, allocating tasks appropriately for skills and capacity of the team members. Provide oversight to ensure quality and timeliness of work to implement the Parallon CSO strategy. Manage DevOps process and resources. Implement best practices to minimize risks to changes. Define and implement best practices processes for Requirements, Development, and support. Creates joint vision and future strategies by building and managing relationships with multiple key stakeholders and staff including functional area SMEs, Corporate IT and Internal Audit. Creates an environment that encourages information sharing, team-based resolution, cross-training, and process improvement. Responsible for the development of staff through coaching, performance planning and monitoring of progress. Ensures staff follows processes/standards to achieve needs of the business. Conduct staff goals, performance assessments, & salary recommendations. Organize and oversee daytime and on-call support for production systems, jobstreams, and processes to ensure high availability, highly accurate systems Works with leaders to set area and product/service direction in alignment with larger direction/architecture, develops area goals, and establishes work priorities. Must be able to effectively delegate to staff and follow up to ensure commitments are met. Maintain current knowledge in application development technology and techniques. Update/Publish team dashboard of current activity, status, commitments and dates. Software upgrade planning and implementation