Manager - Contact Centre Technology
Core
Lead the performance, stability, and evolution of AMP's Contact Centre platforms, translating business needs into technology outcomes for customer, adviser, and employee interactions.
Role type
Manager, Contact Centre Technology
Builds
Contact Centre platforms, automation, and AI-enabled customer service capabilities
Domain
Financial services, Contact Centre operations
Required skills
Contact Centre technology platform leadership, platform performance management, incident/problem/change management, stakeholder engagement, Agile/DevOps delivery, vendor partnership management
Preferred skills
NICE CXone, Salesforce Service Cloud/CRM, AI-enabled agent assist/transcription/automation, Financial services experience, ITIL/Service Management certification
Technologies
NICE CXone, Salesforce Service Cloud, AI agent assist, transcription automation
Responsibilities
Own technology supporting critical customer interactions, lead platform performance and stability, shape longer-term technology roadmap, manage vendor partnerships, drive continuous improvement
Seniority
Manager, operational leadership
