Manager, Customer Experience Platforms
Core
Lead the delivery and ongoing operations of Contact Center as a Service (CCaaS) offerings, serving as the primary management contact for service agreements and customer relationships.
Role type
Manager, Customer Experience Platforms
Builds
CCaaS offerings, conversational AI, virtual agents, intelligent routing, and agent assist solutions
Domain
Contact Center as a Service (CCaaS), Customer Experience (CX), IT Service Management
Required skills
CCaaS platform expertise, contact center operations, IT service management, financial oversight, vendor management, strategic planning, automation implementation, security clearance management
Preferred skills
Experience with conversational AI, predictive analytics, robotic process automation, knowledge-centered service (KCS)
Technologies
Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, Now Assist, Moveworks, BMC Remedy, Helix, Microsoft Dynamics, Salesforce Service Cloud, Okta, Microsoft, ID.me, RSA, CLEAR
Responsibilities
Lead delivery and operations of CCaaS offerings; manage and coordinate resources across service delivery teams; lead, mentor, and support team members; partner with cross-functional teams to align service delivery; identify and implement process improvements; manage service area budget and financial planning; evaluate customer feedback and operational data; maintain systems availability through architecture and design practices; collaborate with executives and vendors to develop roadmaps; develop marketing and enablement materials; estimate effort and prioritize work; evaluate people, processes, and technology for inefficiencies; identify and implement sales strategies; support capture and business development activities; manage strategic vendor relationships; align vendor technology roadmaps with organizational needs; oversee financial management for the CCaaS practice; work with customers to align projected demand with annual budgets
Seniority
Manager, hands-on leadership