IT Manager III - Contact Center Technology & Operations

Western Alliance Bancorporation; Dallas (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salaries

401k matching program

Medical and dental insurance

Time off

Tuition assistance program

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank is seeking an IT Manager III to lead Contact Center Technology & Operations. You will guide cross-functional teams, drive strategic planning, and ensure secure, compliant delivery of modern contact center solutions including IVR, AI/bots, and CRM integrations.

You will champion Agile/Scrum practices, manage budgets, and partner with product and IT leadership to transform bank contact center operations while delivering high-value software and services.

Qualifications

• 7+ years of IT-related experience in app support, development, or networking.
• Bachelor's degree in related field required.
• Leadership experience as Delivery/Engineering Manager in contact center & customer experience.
• Knowledge of banking/financial services is a plus.
• Strong Genesys Cloud knowledge and integration with enterprise platforms.
• Familiar with CI/CD tooling like Azure DevOps and Terraform.
• Experience with CRM integrations (Dynamics365) and end-to-end service delivery.
• Experience with regulatory/compliance obligations and risk management.
• Experience managing technology teams and delivering complex products.
• Ability to analyze data, report findings, and drive improvements.
• Excellent spoken and written communication skills.
• Experience in an onshore-offshore model and willingness to travel up to 25%.

Responsibilities

• Serve as SME across multiple domains and manage cross-functional teams.
• Deliver complex projects on time and within budget while maintaining security posture.
• Collaborate with IT leadership, product partners, and stakeholders to address customer needs.
• Lead strategic and tactical planning for product/service delivery and establish standards.
• Create and execute comprehensive project plans, remove impediments, and track performance.
• Drive continuous improvement and agile ceremonies (planning, daily stand-ups, reviews, retrospectives).
• Monitor metrics, manage risks, and take corrective actions as needed.
• Ensure alignment with banking regulations and compliance requirements.

Skills

Leadership

Project Management

Agile Scrum

Genesys Cloud

Banking Regulations

Communication

Data Analysis

Education

Bachelor's degree in related field

Tools

Azure DevOps

Terraform

Job description

Job Title:

IT Manager III - Contact Center Technology & Operations

Location:

Block 23

What you'll do:

As IT Manager III, you will serve as a Subject Matter Expert (SME) in multiple functional areas/domains on system processes and data structures that support multiple technology disciplines. In this role you will manage teams and deliver complex projects in designated domain(s) or functional area(s) to maintain the security posture on time and on budget. Additionally, this role will collaborate with internal business & product partners to proactively address ongoing customer needs and ensure rapid resolution to open issues. In this role, you will foster a collaborative environment with focus on continuous improvement and delivery of working software. As IT Manager III you will also participate in strategic and tactical planning for the delivery of products and services as well as evaluating technology and setting standards. Working in this role, you will recommend improvements to established business processes while continuing to deliver high value in execution. You will create and deliver comprehensive project plans, remove any impediments, and track overall project performance to analyze the successful completion of business short-term and long-term goals.

This role requires strong project management skills, technical expertise in contact center technologies, and exceptional leadership abilities to guide cross-functional teams through the transformation process using Agile/Scrum practices. You are a forward-thinking individual committed to transforming our Contact Center operations to enhance phone & messaging platforms, IVR, call routing, AI/bots, client and associate-facing training and optimization the voice, chat, messaging and self-service/AI experience across lines of businesses in the bank.

• Implement safety procedures and data recovery plans. Develop user manuals, as well as policies, procedures, and safety protocols.
• Partner with IT Leadership in the creation of a plan for employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce as well as recruit, train, and evaluate staff members' work.
• Work with IT Leadership in the preparation and management of the annual budget, business cases, execution plans, operating plans for the team and resources required to achieve established program priorities.
• Ensure adequate risk management and security processes/controls established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Monitor project performance, track key metrics, risks and implement corrective actions as needed.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

What you'll need:

• 7+ years of related experience in IT--App Support, IT--Development, IT--Networking or similar field.
• Bachelor's degree in related field required.
• Previous leadership experience required. Proven experience as a Delivery Manager, Engineering Manager, or similar role in contact center & customer experience space.
• Intermediate knowledge of general Financial Services or Banking is preferred.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Familiar with Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & terraform promoting CX as a Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
• Intermediate to advanced experience in managing technology teams within a specific functional area while ensuring high quality delivery of complex products or services.
• Intermediate to advanced experience with the execution KPIs and timelines with proven ability to analyze a variety of data and summarize findings in applicable reports or other communication mediums. Utilize data to identify areas of improvement and opportunities for growth by collaborating with business and tech leads.
• Advanced speaking and writing communication skills.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Experience working in an onshore-offshore model.
• May require up to 25% travel.

Benefits you'll love:

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands‑on experience to help grow your career!

About the company:

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company's heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [e-mail] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation