Customer Service Tech Leader: Strategy & Platform Ownership

Iberdrola SA; Orange (CT); On-site; USD 155,600 - 194,500; Full time

Benefits offered by this job

Benefits package

Performance bonuses

401(k) match

Health/dental/vision insurance

Tuition reimbursement

Job summary

Iberdrola SA in the United States (Connecticut) seeks a Sr. Manager, Customer Service Technology to lead strategy, delivery, and ongoing performance of customer service platforms including CIS, CRM, IVR, and CCaaS.

You will partner with business leaders, oversee system reliability, regulatory compliance, and modernization programs while managing vendors and a team of IT professionals to elevate customer experience and service levels.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering or related field.
• 10+ years of IT experience with focus on customer service technology.
• Experience with CIS or large-scale customer service platforms ( SAP IS-U, Service Cloud, CCaaS).

Responsibilities

• Own end-to-end technology roadmap for customer service platforms.
• Ensure high availability, performance, and regulatory compliance of systems.
• Lead delivery programs, vendor management, and post-implementation stabilization.
• Partner with business leaders to translate objectives into technology investments.

Skills

CIS

CCaaS

Salesforce

IT governance

Education

Bachelor’s degree in Information Systems/CS/Engineering

Master’s degree (preferred)

Tools

SAP IS-U

SAP S/4 HANA Utilities

Service Cloud

CCaaS (Contact Center as a Service)

Job description

Iberdrola SA in the United States (Connecticut) seeks a Sr. Manager, Customer Service Technology to lead strategy, delivery, and ongoing performance of customer service platforms including CIS, CRM, IVR, and CCaaS.

You will partner with business leaders, oversee system reliability, regulatory compliance, and modernization programs while managing vendors and a team of IT professionals to elevate customer experience and service levels.