Contact Center Tech & AI Strategy Lead

Credit Union of Colorado; Denver (CO); Hybrid; USD 101,000 - 127,000; Full time

Job summary

Credit Union of Colorado is seeking an MXC Contact Center Technology Manager to lead the technology roadmap, deliver data-driven insights, and drive AI-powered efficiencies across the member experience center. The role focuses on advancing MXC capabilities, analytics, and security while guiding a team through dynamic change.

Ideal candidates will have a strong leadership background in contact centers, proficiency with Tableau and Zendesk, and a passion for innovative solutions that enhance

Qualifications

• Bachelor’s degree in Technology, Computer Science, Business or related field.
• 1 year of experience with IVA/IVR design, deployment, and reporting.
• 3 years of experience in a leadership role; contact center leadership preferred.
• Experience with data visualization tools (Tableau) and Excel.
• Experience managing vendors and cross-functional partnerships.
• Knowledge of Zendesk in relation to contact center operations.

Responsibilities

• Lead MXC technology roadmap and data-driven initiatives to improve member and employee experience.
• Identify and implement AI-driven solutions to optimize operations and automation.
• Oversee change management and training for new technologies within MXC.
• Provide timely guidance to the MXC Director and mentor direct reports.
• Manage vendor relationships and product ownership for MXC technology.

Skills

Leadership

Data Visualization

Communication

Vendor Management

Education

Bachelor's degree in Technology, Computer Science, Business

Tools

Tableau

Excel

Zendesk

Five9

Job description

Credit Union of Colorado is seeking an MXC Contact Center Technology Manager to lead the technology roadmap, deliver data-driven insights, and drive AI-powered efficiencies across the member experience center. The role focuses on advancing MXC capabilities, analytics, and security while guiding a team through dynamic change.

Ideal candidates will have a strong leadership background in contact centers, proficiency with Tableau and Zendesk, and a passion for innovative solutions that enhance