Business Technology Manager -- Contact Center
Core
Lead the development and implementation of KeyBank's Enterprise Contact Center cloud platform, delivering differentiated experiences for customers and employees.
Role type
Senior Technical Manager (Contact Center Platform)
Builds
Contact Center cloud platform, scalable web services, cloud functions, applications, and APIs
Domain
Banking / Contact Center Automation
Required skills
Full stack development, software system architecture design, team leadership, project management, agile methodologies, cloud development, microservices, API development, troubleshooting, mentoring
Preferred skills
Contact Center experience, Dialogflow CX experience
Technologies
Google Contact Center AI, UJET, NICE, Pindrop, Dialogflow CX
Responsibilities
Manage and develop a medium-size team including engineers and vendors; design software system architecture; implement scalable web services and cloud functions; troubleshoot and fix bugs; identify bottlenecks and improve software efficiency; collaborate with cloud teams on microservices.
Seniority
Senior, hands-on IC with leadership responsibilities
