Director of Production Services & AI Platform Stability

BNY Mellon; Boston (MA); On-site; USD 190,000 - 230,000; Full time

Benefits offered by this job

Paid volunteer time

Wellbeing programs

Job summary

BNY Mellon seeks a Director, Production Services Manager to own production stability, vendor relationships, and operational readiness for its contact center and AI automation platform. You will lead a team handling IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.

As a senior leader, you will drive root-cause analysis, post-incident reviews, and corrective actions while coordinating across internal teams, vendors, engineering, and business

Qualifications

• 20+ years in production operations or IT service management, with leadership experience.

Responsibilities

• Own production stability for the contact center and AI automation platform.

Skills

Production ops leadership

IT service mgmt

Vendor management

Multi-vendor delivery

Tools

Avaya

Genesys Cloud

Enghouse Interactive CCE

Salesforce CTI

Job description

BNY Mellon seeks a Director, Production Services Manager to own production stability, vendor relationships, and operational readiness for its contact center and AI automation platform. You will lead a team handling IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.

As a senior leader, you will drive root-cause analysis, post-incident reviews, and corrective actions while coordinating across internal teams, vendors, engineering, and business