Senior IT Manager: Contact Center Tech & Ops (Hybrid)

Creative Solutions Services, LLC; Phoenix (AZ); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Short-term disability

Life insurance with AD&D

Job summary

Software Resources is seeking an IT Manager III to lead Contact Center Technology & Operations for a major corporation in Phoenix, AZ, with options for Dallas, TX or Columbus, OH. The role is on-site four days per week, with Fridays remote, and requires strong leadership in Agile/Scrum, Genesys Cloud, and CX optimization.

You will manage cross-functional teams, drive strategic planning, and ensure compliance and performance across banking-related platforms. Travel up to 25% may be required.

Qualifications

• 7+ years of related IT leadership experience.
• Experience as Delivery/Engineering Manager in contact center or customer experience space.
• Strong knowledge of banking/financial services regulations is preferred.

Responsibilities

• Lead cross-functional teams to deliver complex projects on time and within budget.
• Champion Agile/Scrum practices and coordinate with product owners and engineering teams.
• Ensure security posture and regulatory compliance across contact center tech stacks.
• Develop and maintain project plans, risk management, and performance reporting.
• Drive transformation of contact center operations with AI/bots and self-service enhancements.

Skills

Leadership

Project management

Agile/Scrum

Genesys Cloud

CI/CD

Azure DevOps

Terraform

Dynamics 365 CRM

Data analysis

Banking domain knowledge

Education

Bachelor's degree in related field

Tools

Genesys Cloud

Dynamics 365 CRM

ServiceNow

Azure DevOps

Terraform

Job description

Software Resources is seeking an IT Manager III to lead Contact Center Technology & Operations for a major corporation in Phoenix, AZ, with options for Dallas, TX or Columbus, OH. The role is on-site four days per week, with Fridays remote, and requires strong leadership in Agile/Scrum, Genesys Cloud, and CX optimization.

You will manage cross-functional teams, drive strategic planning, and ensure compliance and performance across banking-related platforms. Travel up to 25% may be required.