Manager, Customer Experience Platforms

Role Overview

The successful candidate will own the day-to-day operational relationships between service delivery teams and mission customers, managing and coordinating resources to ensure optimal service delivery, resolving issues in accordance with procedures and service level requirements, and maintaining high standards of customer satisfaction.

What You Will Do

Oversee delivery of CCaaS offerings, maintain effective partnerships with cross-functional teams, identify and implement process improvements, evaluate customer feedback, and support efforts to simplify and enhance the customer experience.

Why It Might Be a Fit

The successful candidate will have expertise in CCaaS design and development principles, experience with platforms such as Amazon Connect, Lex, and Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy and/or Helix, Microsoft Dynamics, Salesforce Service Cloud, and Multifactor Authentication Solutions.

Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, or a related field
• Minimum five (5) years’ experience with Contact Center/Service Desk Technology
• Minimum two (2) years of people management experience
• Strong analytical and organizational skills
• Excellent communication and client-facing consulting skills
• Demonstrated intellectual curiosity; stays current with emerging technologies, maintains a clear plan for ongoing professional development, and actively shares knowledge to elevate team capability

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• 15 days of paid leave per calendar year
• 10 paid holidays per year
• Paid parental leave
• Military leave
• Bereavement leave
• Jury duty leave
• Short and long-term disability benefits
• Life, accidental death and dismemberment insurance
• Personal accident insurance
• Critical illness insurance
• Business travel and accident insurance