IT Manager, Customer Care
Core
Manage, secure, and optimize Customer Care technologies (Genesys Cloud CX, Twilio) to enable customer service and revenue-supporting operations.
Role type
Senior IT Manager, Customer Care Technology
Builds
Customer service platforms, telephony systems, messaging channels, and automated workflows
Domain
Business Process Outsourcing (BPO) / Customer Experience (CX)
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Genesys Cloud CX administration, Twilio platform management, API integration, workflow automation, incident management, security governance, stakeholder coordination, technical documentation
Preferred skills
AI and automation implementation, low-code platform usage, Jira/Confluence proficiency, Genesys certifications
Technologies
Genesys Cloud CX, Twilio, Mindful Feedback, Jira, Confluence
Responsibilities
Engineer and optimize CCaaS/SaaS platforms; lead technical projects and solution design; manage telephony, routing, IVRs, and vendor coordination; handle incident resolution and root cause analysis; administer user access, MFA, and security controls; develop reports and audit evidence; automate repetitive processes; enable operational readiness for peak periods.
Seniority
Senior, hands-on IC with leadership responsibilities
