Technology Manager

Empower AI Inc.; United States; Remote; USD 106,000 - 164,000; Full time

Job summary

Empower AI seeks a Technology Manager to lead Salesforce implementations in a government-focused contact center environment. You will guide IT projects, design scalable CRM solutions, and drive modern contact center tools to improve efficiency and customer experience.

The role requires deep Salesforce expertise, CRM design experience, and a passion for delivering customer-centric technology in a high-stakes setting.

Qualifications

• Bachelor's degree in IT or related field.
• 6+ years experience managing IT projects and implementing Salesforce in a 100-seat contact center.
• Salesforce certifications listed above.
• Certified CRM consultant with multiple CRM contact center implementations.
• Experience in contact center solution design, architecture and implementation.
• Expertise implementing and managing IVR, Chatbot, live Chat, VOIP, ACD/CTI, CRM, KM and related tools.
• Experience using user-centered design methodologies to align tech with business objectives.
• Ability to evaluate technical ops and customer experience and present improvements.

Responsibilities

• Manage IT projects within contact center environment
• Implement Salesforce technical solutions
• Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and related tools
• Evaluate emerging contact center technologies and present findings to stakeholders
• Facilitate work sessions with business users to understand processes and requirements

Education

Bachelor's degree in information technology, computer science, MIS, management or a related area

Tools

Salesforce Certified Administrator

Salesforce Certified Technical Architect

Job description

Location: United States

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI is seeking an experienced Technology Manager to provide expertise in implementing Salesforce technical solutions in a contact center environment.

Responsibilities:

• Manage IT projects within contact center environment
• Implement Salesforce technical solutions
• Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools.
• Evaluate emerging contact center technologies and present findings to stakeholders
• Facilitate work sessions with business users to understand business processes and requirements

Qualifications

Qualifications:

• Bachelors degree in information technology, computer science, management information systems (MIS), management or a related area.
• 6 or more years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.
• Salesforce Certified Administrator and/or Salesforce Certified Technical Architect
• Certified CRM consultant with multiple CRM contact center implementations
• Experience in contact center solution design, architecture, and implementation
• Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools
• Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.
• Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $105,660.00/Yr.

Pay Band Max

USD $163,530.00/Yr.