Business Technology Manager - Contact Center

KeyBank; United States; Hybrid; USD 96,000 - 181,000; Full time

Job summary

KeyBank's Voice & Chat Automation / Contact Center Delivery team seeks a Business Tech Manager to lead the development of the enterprise contact center platform, leveraging Google Contact Center AI, UJET, NICE and Pindrop. You will mentor a medium-size delivery team, design system architecture, and drive scalable cloud services and APIs for mission-critical customer and employee experiences.

You will collaborate with cloud and product teams to deliver differentiated contact center capabilities

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum 10 years of experience in development/full stack development.
• Experience leading a medium-size team and mentoring others.

Responsibilities

• Lead development efforts and ensure alignment with architectural guidelines.
• Mentor team members and assist in troubleshooting.
• Design software system architecture and implement scalable web services, cloud functions, applications and APIs.
• Develop and maintain internal software tools and engage with stakeholders to meet business needs.
• Coordinate with product owner, scrum master and cross-functional teams to achieve shared goals.

Skills

Full stack development

Leadership

Project management

Education

Bachelor’s Degree or equivalent

Job description

Location:
4900 Tiedeman Road, Brooklyn Ohio

Join the Voice & Chat Automation / Contact Center Delivery group as Business Tech Manager. Be part of a team that is working on a major modernization effort, revolving around exciting new technologies, like Google Contact Center AI, UJET, NICE and Pindrop. The Business Tech Manager will be responsible for leading building platform components for a mission critical Contact Center within KeyBank. We are looking for an experienced Technical Manager to join our development team, lead the development efforts, help team aligned with technical guidelines as per architecture, troubleshoot and help team during issues and mentor others.

In this role, you will be responsible for the overall development and implementation of contact center cloud platform. You will utilize your technical experience, business acumen, delivery, relationship and leadership skills to lead a team in development, implementation and maintaining Key’s Enterprise Contact Center platform - delivering differentiated experiences for Key’s customers and employees.

Essential Job Functions:

• Manage, develop and ensure the engagement and effective execution of a medium-size team which may include business analysts, scrum masters, engineers, developers, external resources and vendors to support line of business or functional technology deliverables. Emerging as a leader for attracting and developing internal and external talent
• Excellent interpersonal, networking, communications and organizational skills
• Project Management: Knowledge of effective project management strategies and tactics and ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives
• Agile Project Management: Knowledge of effective agile project management strategies and tactics and ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives
• Application Development Tools: Knowledge of and ability to utilize a variety of specific tools and toolkits for the development and support of applications
• Application Maintenance: Knowledge of and ability to define, implement make changes to, and support a production application
• Mentor team members and help in troubleshooting
• Will need to design software system architecture.
• Implement scalable web services, cloud functions, applications, and APIs
• Develop and maintain internal software tools
• Troubleshooting and bug fixing
• Identifying bottlenecks and improving software efficiency
• Collaborating with the cloud team on developing micro-services.

Required Qualifications:

• Bachelor’s Degree or equivalent work experience required
• Minimum 10 years of experience in development/full stack development

Must haves

• Must be able to work with Product Owner, Scrum master and cross functional teams as a product team to achieve single goal
• Must be able to work with different stakeholders to understand the business needs
• Must be able to lead implementation of development aligning with architecture

Nice to haves

• Contact Center experience a huge plus
• Experience with Dialogflow CX a plus

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $96,000.00 - $181,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 12/25/2026KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail].

#LI-Hybrid