Remote Senior Manager, CX Platforms & CCaaS

General Dynamics Information Technology, Inc.; United States; Remote; USD 121,000 - 164,000; Full time

Benefits offered by this job

Growth opportunities

Internal mobility support

Comprehensive benefits and wellness

Job summary

General Dynamics Information Technology, Inc. seeks an experienced Information Systems Manager to lead Customer Experience (CX) Platforms and CCaaS initiatives.

You will drive platform integration, automation, and capability expansion while maintaining strong client relationships and service delivery excellence. You will own day-to-day operational relationships between service delivery teams and mission customers, coordinating resources and ensuring SLAs, quality, and customer satisfaction

Qualifications

• Minimum five (5) years’ experience with Contact Center/Service Desk Technology.
• Bachelor’s Degree in Computer Science, Software Engineering, or a related field.
• Minimum two (2) years of people management experience.
• Strong analytical and organizational skills.
• Excellent communication and client-facing consulting skills.
• Experience implementing Conversational AI/chatbots, virtual agents, intelligent routing, RPA, workflow automation, agent assist, predictive analytics and reporting.

Responsibilities

• Oversee delivery of CCaaS offerings and serve as the primary management contact for service agreements.
• Maintain partnerships with cross-functional teams including strategy, finance, HR, and supply chain management.
• Identify and implement process improvements to maximize effectiveness and efficiency, and manage the service area budget.
• Evaluate customer feedback to improve service delivery and customer experience.
• Ensure systems availability by applying design best practices, testing, and root cause analysis.
• Partner with leaders and vendors to develop and drive service roadmaps.
• Lead development of marketing toolkits and demos to shape recommendations.
• Forecast workload and prioritization to support self and team.

Skills

Call Center

Customer Experience (CX)

Innovation

Education

Bachelor’s Degree in Computer Science/Software Engineering

Tools

Amazon Connect

Lex

Bedrock

NICE CXone

Genesys

ServiceNow

Moveworks

Job description

General Dynamics Information Technology, Inc. seeks an experienced Information Systems Manager to lead Customer Experience (CX) Platforms and CCaaS initiatives.

You will drive platform integration, automation, and capability expansion while maintaining strong client relationships and service delivery excellence. You will own day-to-day operational relationships between service delivery teams and mission customers, coordinating resources and ensuring SLAs, quality, and customer satisfaction