Remote Operational Readiness Manager – CCaaS & AI

nymbusinc

United States

Remote

USD 75,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Health, dental, and vision insurance

401(k) plan

Flexible time off + holidays

Volunteer day

Job summary

nymbusinc is seeking an Operational Readiness Manager to own the operational and technical foundation of a multitenant Digital Experience Center delivering contact center services to financial institution clients. You will blend platform ownership, design, client delivery, and governance with hands-on configuration and strategic decisions.

The role requires deep technical fluency across CCaaS, IVR, conversational AI, and knowledge management.

Qualifications

Five or more years in contact center operations, platform administration, systems configuration, or a related technical operations field.
Bachelor's degree in computer science, information systems, or a related discipline.
Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform, including configuration, release management, and incident response.
Experience building on an enterprise conversational or agentic AI platform, including knowledge source management, prompt design, and system integration.
Hands-on experience administering NICE CXone or a comparable CCaaS platform, including Studio or an equivalent scripting environment.
Working knowledge of banking, credit union, or financial services operations, with strong written communication for technical documentation, incident analysis, and client correspondence.

Responsibilities

Administer and maintain the CCaaS platform across all client environments, including routing architecture, skills, queues, hours of operation, agent capacity profiles, security profiles, and dispositions.
Design, build, and maintain IVR scripts and call flow architecture for each client, covering menu structures, DNIS assignments, transfer paths, business hour behavior, and failover handling.
Govern configuration standards, change control, release evaluation, incident response, root cause analyses, and post-incident reviews across the shared multitenant environment.
Act as the primary builder of automated customer experiences on the conversational and agentic AI platform, including knowledge source management and prompt design.
Serve as the operational point of contact for financial institution clients and own the vendor relationship for the contact center platform.
Direct the work of an Operational Readiness Analyst and partner with clients to translate business needs into working configuration.