Senior Technical Manager

Cayuse Holdings-posted 2 months ago
$60,000 - $110,000/Yr
Senior
251-500 employees
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The Senior Technical Manager serves as the primary technical liaison between the Vendor's technical teams and the Exchange. This role ensures that technical questions, issues, and solutions are addressed promptly to maintain service continuity and meet Service Level Agreements (SLAs). The Technical Manager is responsible for system configuration, compliance with data security protocols, and support during system integration, testing, and implementation phases. By leveraging technical expertise, the Senior Technical Manager facilitates deployments, enhances customer interaction tools, and ensures the effective delivery of technical services aligned with the Exchange's goals.

  • Serve as the primary technical point of contact between the Vendor and the Exchange, managing communications regarding technical requirements, issues, and solutions.
  • Ensure all technical SLAs, as detailed in the contract, are met or exceeded, with appropriate reporting and escalation.
  • Collaborate with the Exchange to support the development, deployment, and optimization of CRM, telephony, and other customer-focused tools.
  • Support implementation phases by monitoring system readiness, leading testing efforts, and verifying the alignment of technical deliverables with project goals.
  • Troubleshoot and resolve technical errors related to account management processes, such as password resets and security configurations.
  • Monitor, analyze, and report on API interactions between Exchange systems and contractor technologies, addressing discrepancies where necessary.
  • Conduct regular audits and reviews to ensure compliance with all data security and privacy protocols, adhering to established standards.
  • Manage technical aspects of workforce management software, ensuring alignment with communication methodologies and the Exchange’s workflows.
  • Oversee tool integration efforts, including Reporting and Analytics tools and Workforce Management platforms, to ensure seamless operations and compatibility.
  • Prepare documentation and deliverables such as the Technical Implementation Plan, System Testing Results, and Post-Implementation Stabilization Plans.
  • Participate in system update support activities, including release meetings, testing, and defect resolution.
  • Provide technical guidance during escalations requiring advanced resolution, collaborating with teams to resolve issues efficiently.
  • Coordinate with other Key Staff roles to ensure technical aspects of the project align with operational and service delivery goals.
  • Other duties as assigned.
  • Associate’s degree in Computer Science, Information Systems, Engineering, or a related technical field, OR equivalent work experience in technical project management or system integration roles (minimum 2 years for equivalency).
  • Relevant certifications such as ITIL, CompTIA Security+, or AWS Certified Solutions Architect are mandatory.
  • Expertise in managing cloud-based systems like AWS or Azure.
  • Prior experience working with the State’s Exchange program or similar public health system projects.
  • Knowledge of Workforce Management tools and analytics.
  • 5+ years of experience in technical project management or technical liaison roles within enterprise system environments.
  • Proven experience resolving technical issues in multi-stakeholder projects, preferably in public sector environments.
  • Experience with CRM systems, telephony solutions, and APIs.
  • Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field.
  • Certifications in project management (e.g., PMP or Prince2).
  • Medical, Dental and Vision Insurance; Wellness Program
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
  • Short-Term and Long-Term Disability options
  • Basic Life and AD&D Insurance (Company Provided)
  • Voluntary Life and AD&D options
  • 401(k) Retirement Savings Plan with matching after one year
  • Paid Time Off
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