Applications Manager
Core
Leading a team of 20 DevOps Engineers to develop, enhance, and maintain call center technology systems and services, supporting strategic roadmaps and operational backlogs.
Role type
Senior IC Applications Manager (Call Center Technology)
Builds
Call center technology systems and services (CCaaS/Genesys Cloud)
Domain
Telecommunications / Customer Experience Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Team leadership, people management, project planning, system design, contract negotiation, performance management, agile environment experience
Preferred skills
Call Center as a Service (CCaaS) domain expertise, Genesys Cloud experience, Call Center Technology development experience
Technologies
Microsoft Office, Exchange, Teams, Everbridge, BMC Helix ITSM, Genesys Cloud
Responsibilities
Monitor enterprise impacting issues and outages, direct service restoration, conduct performance reviews and hiring/terminations, manage contract negotiations and hardware/software purchases, deliver new system capabilities and improvements, collaborate with business SMEs and vendors
Seniority
Senior, hands-on IC with management of 20+ people
