Manager, Tech - Contact Center Agent Tools

H&R Block

3d•Remote

About The Position

The Technical Manager is responsible for owning and leading the delivery, stability, and evolution of agent-facing platforms such as Salesforce, ServiceNow, Microsoft Dynamics 365, and related tools and integrations. This role provides hands-on technical leadership and decision authority across platform development, release execution, and operations while directly managing and developing a team of engineers and technical leads. The Technical Manager partners closely with Product and Support leaders to align roadmap priorities to business needs and continuously improve agent productivity and experience. They are accountable for platform health, security, compliance, and vendor performance, while providing clear, data-driven updates and tradeoff recommendations to senior and executive stakeholders.

Requirements

Experience leading enterprise platform delivery, including release planning, deployment readiness, cross-team coordination, and post-release stability and support
Proven ability to make, defend, and communicate technical decisions to executive stakeholders, including tradeoffs related to scalability, security, extensibility, cost, and delivery timelines
Hands-on experience managing engineers or technical leads, including performance management, coaching, career development, hiring, and building high-performing technical teams
Experience evaluating the business and technical value of platform investments, including cost/benefit analysis, current‑ and future‑state assessments, and delivery tradeoffs that inform roadmap and execution decisions
Demonstrated experience leading the design, configuration, and evolution of enterprise agent platforms, including case management, workflows, integrations, and agent productivity tooling
Experience partnering with Product and Operations leaders to translate agent and business needs into platform capabilities that improve efficiency and user experience
Experience managing technology vendors or system integrators, including scope definition, delivery accountability, cost control, and quality assurance
Working knowledge of enterprise security, privacy, and compliance requirements, with experience partnering with security and risk teams to ensure platform adherence
Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
8 years minimum related work experience

Nice To Haves

Experience with contact center technology, specifically agent tools such as Salesforce, ServiceNow, Dynamics 365, and Power Platform

Responsibilities

Act as the technical owner for agent platforms, providing technical leadership with decisioning authority of delivery execution including release planning, deployment readiness, and post-release stability
Directly manage and develop a team of engineers and technical leads, including performance management, hiring, onboarding, and career development
Coach team members on technical excellence, platform expertise, and career growth, fostering a culture of accountability, collaboration, and continuous improvement
Partner with Product on backlog management, prioritization, and roadmap execution, ensuring alignment with business priorities and operational needs
Partner with Product and Support leaders to improve agent productivity, efficiency, and overall agent experience
Define platform and program strategy, success metrics, and desired outcomes aligned with business and technology objectives
Manage vendor relationships, holding partners accountable for scope, quality, timelines, and cost
Own platform health, reliability, scalability, performance, security, and compliance for agent tools
Provide regular, transparent updates on progress, risks, and outcomes to senior leadership and executive stakeholders, including recommendations and tradeoff decisions