Senior Manager Contact Center Technical Solutions

Public Storage • Plano, TX

23d

About The Position

We are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to support the strategic roadmap and hands-on implementation of advanced contact center technologies, with a strong focus on GenAI-enabled omnichannel solutions. This role is pivotal in driving innovation, scalability, and operational excellence across voice, chat, IVR, WFM, analytics, CRM, and AI/ML platforms. As a cross-functional leader, you will guide the full lifecycle of solution delivery, from requirements gathering and call flow design to system integration and deployment. You will serve as the primary liaison between executive steering committee, strategic design leaders, business stakeholders, engineering teams, data scientists, and AI specialists to ensure alignment with enterprise goals and responsible AI practices.

Requirements

• Bachelor’s degree in Computer Science, Data Science, Business Administration, Project Management, or a related field, or equivalent experience
• Strong practical knowledge about core Gen AI concepts. Certifications or boot camps focusing on Gen AI, machine learning (ML), and natural language processing (NLP)
• Experience in creating and refining prompts for Gen AI models
• 7+ years of experience in supporting Contact Center Operations, including CCaaS platforms, IVR, CTI and WFM Tools.

Nice To Haves

• Master’s degree in Computer Science, Data Science, Business Administration, Project Management, or a related field, or equivalent experience
• Proven experience implementing conversational AI, generative AI, and agentic AI solutions in customer service environments, including evaluating and selecting appropriate LLMs tailored to specific use cases such as intent recognition, summarization, sentiment analysis, and autonomous agent workflows.
• Familiarity with ethical AI considerations, such as mitigating bias and ensuring data privacy
• Product Owner or Product Management certification strongly preferred, including but not limited to: CSPO (Certified Scrum Product Owner) PSPO (Professional Scrum Product Owner) PMP (Project Management Professional) Pragmatic Institute Product Management Certification SAFe Certifications such as SAFe PO/PM or SAFe Agilist PMI-CPMAI (Certified Professional in Managing AI)
• Candidates with equivalent experience in scaled agile environments or demonstrable expertise in agile product delivery are also encouraged to apply.
• CCaaS Platforms: NICE CXone (preferred), Genesys Cloud, Five9
• Conversational AI: Cognigy (preferred), Google CCAI, Amazon Lex, Microsoft Bot Framework
• Workforce Management: NICE IEX (preferred), Verint, Genesys WFM, Calabrio,
• Analytics Tools: NICE Enlighten, CallMiner, Verint Speech Analytics
• Experience with cloud platforms (AWS, Azure, GCP) and cloud-native architectures
• Knowledge of telephony infrastructure, SIP, WebRTC, and voice networking
• Understanding of data analytics, business intelligence, and reporting tools (Power BI, Tableau, etc.)
• Background in customer experience design or service design thinking

Responsibilities

• Product Support & Agile Delivery: Own and manage the product backlog, translate business needs into actionable user stories, and lead agile ceremonies to ensure timely and value-driven delivery. Ensuring the quality, performance, and reliability of AI systems, which includes developing test plans and integrating observability and monitoring tools.
• Translate business requirements into technical specifications and actionable user stories
• Define technical acceptance criteria, implementation tasks, and sprint deliverables
• Document system requirements, technical dependencies, and integration constraints
• Create comprehensive test plans including unit, integration, and end-to-end testing strategies
• Design observability and monitoring frameworks (logging, metrics, tracing, alerting)
• Establish quality gates, performance benchmarks, and reliability standards
• Draft technical documentation, API contracts, and implementation guides
• GenAI Enablement: Guide the deployment of scalable GenAI solutions across channels, leveraging APIs, data flows, and telephony infrastructure to enhance customer experience and agent productivity. Validating end-to-end agentic systems to ensure they meet enterprise-grade reliability and scalability standards.
• Work with IT and vendors to deliver GenAI solutions for multi-channel deployment (web, mobile, voice, agent tools), API integration patterns for GenAI service consumption and orchestration, map data flows between LLMs, vector databases, knowledge bases, and enterprise systems, specify telephony infrastructure integration for voice-enabled AI applications, define end-to-end validation frameworks for agentic AI systems and establish enterprise-grade reliability patterns (error handling, fallbacks, circuit breakers)
• Design scalability and performance optimization strategies (caching, load balancing, rate limiting)
• Document technical requirements for customer experience and agent productivity enhancements
• Technical Leadership: Apply deep expertise in contact center technologies to architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback.
• Compliance & Responsible AI: Ensure all solutions adhere to data governance, privacy, and security standards, incorporating model governance, bias detection, and risk mitigation strategies.
• Innovation & Strategy: Collaborate with steering committee and business strategy leaders to define and communicate the product vision and roadmap in partnership with operations and technology leaders, staying ahead of industry trends to drive continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees