Senior IT Manager — Contact Center Tech & Ops

Western Alliance Bancorporation; Phoenix (AZ); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical and dental insurance

401k matching program

Tuition assistance

Employee volunteer program

Wellness program

Ownership stake

Job summary

Western Alliance Bancorporation is hiring an IT Manager III for Contact Center Technology & Operations. You will lead cross-functional teams, drive Agile/Scrum practices, and oversee initiatives spanning IVR, AI/bots, call routing, and CRM integrations.

This role shapes the delivery of banking technology across multiple platforms. You will mentor staff, manage budgets, and ensure security compliance while partnering with IT leadership and product teams to accelerate value delivery and customer

Qualifications

• 7+ years in IT leadership or delivery management roles, preferably in contact center tech.
• Experience leading cross-functional teams and complex projects.
• Strong knowledge of banking tech and security practices.

Responsibilities

• Serve as SME in multiple domains, managing teams and delivering complex projects on time and budget.
• Collaborate with product partners to address customer needs and resolve issues quickly.
• Lead Agile/Scrum practices, ensure backlog management, and promote ceremonies.
• Deliver strategic plans, track metrics, and drive improvements in processes and services.
• Align transformation efforts with regulatory requirements and risk management.

Skills

Leadership

Agile/Scrum

Project management

Genesys Cloud

Cross-functional collaboration

Budget management

Stakeholder management

Data-driven decisions

AI/Bots

Education

Bachelor's degree

Tools

Azure DevOps

Terraform

ServiceNow

CRM Dynamics 365

Job description

Western Alliance Bancorporation is hiring an IT Manager III for Contact Center Technology & Operations. You will lead cross-functional teams, drive Agile/Scrum practices, and oversee initiatives spanning IVR, AI/bots, call routing, and CRM integrations.

This role shapes the delivery of banking technology across multiple platforms. You will mentor staff, manage budgets, and ensure security compliance while partnering with IT leadership and product teams to accelerate value delivery and customer