Senior Cloud Contact Center Tech Manager (Hybrid)

KeyBank; Brooklyn (OH); Hybrid; USD 96,000 - 181,000; Full time

Job summary

KeyBank in Brooklyn, OH is seeking a Business Technology Manager for the Contact Center. You will lead the development of the cloud-based contact center platform, working with Google Contact Center AI, UJET, NICE, and Pindrop, to deliver scalable services.

You will manage a medium-size team, coordinate with Product Owners and Scrum Masters, mentor staff, design system architecture, and ensure alignment with enterprise architecture while improving performance and reliability.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 10 years of experience in development/full stack development.
• Experience leading cross-functional teams and coordinating with Product Owners and Scrum Masters.
• Proven ability to design software architecture and scale cloud-based contact center platforms.

Responsibilities

• Lead a medium-size team of analysts, engineers and vendors to deliver technology projects.
• Plan, organize, monitor and control projects with agile practices to meet objectives.
• Design and implement scalable web services, cloud functions and APIs.
• Mentor team members and ensure adherence to architectural guidelines.

Skills

Leadership

Cross-functional collaboration

Agile project management

Stakeholder management

Mentoring

Education

Bachelor’s Degree or equivalent

Tools

Dialogflow CX

Job description

KeyBank in Brooklyn, OH is seeking a Business Technology Manager for the Contact Center. You will lead the development of the cloud-based contact center platform, working with Google Contact Center AI, UJET, NICE, and Pindrop, to deliver scalable services.

You will manage a medium-size team, coordinate with Product Owners and Scrum Masters, mentor staff, design system architecture, and ensure alignment with enterprise architecture while improving performance and reliability.