Manager II, Global Contact Center Technology

Overview

POSITION SUMMARY STATEMENT : The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

Responsibilities

• Manages a team (5+) in Contact Center Operations
• Lead Contact Center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area
• Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders
• Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps
• Know and manage the Total Cost of Ownership (TCO) for any technology or applications owned by their team
• Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current and adequate
• Manage and develop the talent on their team, including Engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team
• Ensure team delivers high-quality, accurate, viable, and reliable products
• Coach, guide, and provide mentorship to team
• Work closely with other cross-functional teams to enable team productivity
• Coordinate and supervise creation of team deliverables
• Escalate risks and resolve issues to enable team delivery
• Lead a team of Contact Center engineers
• Lead Change Management processes for Contact Center Technology
• Manage cross-departmental relationships
• Lead hands-on support to troubleshoot, diagnose, and resolve business-impacting contact center service outages globally
• Participate in 24 / 7 on-call rotation to support production of the contact center globally
• Develop, document, and implement procedures to streamline support and design efforts
• Assist business in contact center design & implementation to best utilize the product suite and recommend appropriate courses of action to developers / technicians and management on technical and infrastructure issues
• Recommend proactive courses of action to maintain cost effectiveness and competitiveness
• Proactively assist in defining direction for future technology, infrastructure or architecture projects
• Work with other regional teams to ensure technology process and support integration
• Manage cross-functional projects between various organizations
• Provide leadership and serve as a technical resource for the team
• Train and develop new processes
• Ability to travel domestically / internationally up to 15%
• Must have current / valid passport

Qualifications

Preferred Qualifications

Experience

Education

Principles & Related Competencies

Seniority level

Employment type

Job function

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