Director, Production Services & Contact Center Operations

BNY

Boston (MA)

On-site

USD 180,000 - 240,000

Full time

3 days ago

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Job summary

BNY is seeking a Director, Production Services Manager to own production stability and vendor management for our contact center and AI automation platforms. You will lead a team responsible for IVR, telephony, workforce management, speech analytics, and voice biometrics.

You will drive incident response, root cause analysis, platform readiness, and multi-vendor coordination across SaaS, hosted, and on-prem solutions, partnering with engineering and business stakeholders to deliver reliable,

Qualifications

20+ years in production operations or IT service management with leadership experience.
Contact center platforms (Avaya and Genesys Cloud).
Multi-vendor management across SaaS, hosted, and on-prem models.

Responsibilities

Own 24x7 stability and serve as senior escalation point for critical incidents
Drive root cause analysis, post-incident reviews, and corrective actions
Drive production readiness for new platforms, including monitoring and regulatory controls
Manage platform retirements while maintaining stability through shutdown
Manage vendor relationships across SaaS, hosted, and on-prem delivery models
Negotiate SLAs, escalation paths, and support coverage
Conduct vendor risk assessments and monitor concentration risk
Coordinate across internal teams, vendors, engineering, and business stakeholders