Manager Applications

About This Role

Manage and strategically oversee the organization's Contact Center as a Service (CCaaS) platform. This role involves optimizing contact center technology to deliver exceptional customer service, enabling operational efficiency, and supporting business growth.

Responsibilities

• Provide leadership and direction to a team of professionals responsible for managing applications
• Set clear goals, objectives, and performance expectations for the team
• Coach, mentor, and develop team members, enabling their professional growth
• Oversee day-to-day operations of assigned applications, ensuring reliability, performance, and security
• Collaborate with product owners, business analysts, and stakeholders to define and prioritize the product roadmap and deliverables
• Establish and enforce application governance practices, including change management, release management, and documentation
• Monitor application performance, availability, and scalability, taking proactive measures to optimize performance and minimize downtime
• Identify and implement optimizations, upgrades, and configurations to enhance system efficiency and functionality
• Act as a liaison between IT and other business units, facilitating effective communication and understanding
• Coordinate with IT teams and stakeholders for smooth project execution and post-launch support

Requirements

• 5-10 years of overall IT experience
• 3-5 years specifically in contact center technologies
• Hands-on experience managing CCaaS platforms
• Experience with telephony infrastructure, SIP, VoIP, call routing, and network performance related to voice systems
• Familiarity with CRM integrations within the contact center environment
• Understanding of IVR design and implementation, call flows, and digital engagement
• Experience with workforce engagement tools – WFM, QM, analytics dashboards
• Experience with automation, RPA, or AI/virtual agents in the contact center
• Familiarity with compliance/security frameworks relevant to voice/data handling (e.g., PCI, HIPAA, GDPR)

Qualifications

• Bachelor's degree in computer science, Information Technology, Business Administration or related field.
• 5–10 years of overall IT experience, with at least 3–5 years specifically in contact center technologies.

Nice to Have

• Prior experience leading cross-functional teams, including vendor partners, system integrators, and internal support teams
• Proven ability to run IT operations for a contact center
• Experience managing project delivery, including upgrades, migrations, or new feature rollouts
• Budget planning and license/contract/vendor management related to contact center systems
• Experience collaborating with business stakeholders to translate service goals into technical solutions
• Exposure to contact center KPIs – ASA, AHT, FCR, CSAT
• Excellent problem-solving, communication, and stakeholder management skills

Skills

* Required skills

Benefits