Senior IT Manager — Contact Center Tech & 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

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.