IT Manager III - Contact Center Technology & Operations

Creative Solutions Services, LLC; Phoenix (AZ); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Short-term disability

Life insurance with AD&D

Job summary

Software Resources is seeking an IT Manager III to lead Contact Center Technology & Operations for a major corporation in Phoenix, AZ, with options for Dallas, TX or Columbus, OH. The role is on-site four days per week, with Fridays remote, and requires strong leadership in Agile/Scrum, Genesys Cloud, and CX optimization.

You will manage cross-functional teams, drive strategic planning, and ensure compliance and performance across banking-related platforms. Travel up to 25% may be required.

Qualifications

• 7+ years of related IT leadership experience.
• Experience as Delivery/Engineering Manager in contact center or customer experience space.
• Strong knowledge of banking/financial services regulations is preferred.

Responsibilities

• Lead cross-functional teams to deliver complex projects on time and within budget.
• Champion Agile/Scrum practices and coordinate with product owners and engineering teams.
• Ensure security posture and regulatory compliance across contact center tech stacks.
• Develop and maintain project plans, risk management, and performance reporting.
• Drive transformation of contact center operations with AI/bots and self-service enhancements.

Skills

Leadership

Project management

Agile/Scrum

Genesys Cloud

CI/CD

Azure DevOps

Terraform

Dynamics 365 CRM

Data analysis

Banking domain knowledge

Education

Bachelor's degree in related field

Tools

Genesys Cloud

Dynamics 365 CRM

ServiceNow

Azure DevOps

Terraform

Job description

Software Resources has an immediate, direct hire job opportunity for an IT Manager III - Contact Center Technology & Operations with a major corporation in Phoenix, AZ, Dallas, TX or Columbus, OH. 4 days per week on-site, Fridays remote.

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

• medical, dental, and vision coverage
• 401(k) with company match
• short-term disability
• life insurance with AD&D

About Software Resources

Software Resources, founded more than 3 decades ago, is a trusted staffing partner specializing in Technology (IT, Creative, & Marketing), Finance, & Accounting placements. We work with companies nationwide that need skilled professionals and connect them with candidates like you looking for the right opportunity.