Contact Center Manager

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Job description

As a Workplace Contact Center Engineering Manager, you will lead a team of engineers dedicated to designing, implementing, and maintaining advanced Genesys contact center solutions, incorporating AI to enhance customer interactions and operational efficiency.

Responsibilities:

1. Leadership and Management:

Lead, mentor, and manage a team of engineers, fostering a collaborative and high-performance work environment.

Oversee the daily operations of the contact center engineering team, ensuring alignment with company goals and objectives.

Develop and execute strategic plans for contact center technology enhancements and improvements.

2. Technology Development and Implementation:

Design, develop, and implement advanced contact center technologies, including telephony integrations, IVR, CRM integrations, and workforce management tools.

Ensure the scalability, reliability, and security of contact center ecosystem.

Collaborate with cross-functional teams to integrate contact center technologies with other business systems.

3. Project Management:

Lead and manage multiple engineering projects from inception to completion, ensuring timely delivery and alignment to budget.

Develop project plans, set milestones, and track progress to ensure successful project execution.

Identify and mitigate project risks and issues promptly.

4. Innovation and Continuous Improvement:

Stay abreast of industry trends and emerging technologies to drive innovation within the contact center.

Implement standard processes and continuous improvement initiatives to enhance contact center performance and customer satisfaction.

Evaluate and recommend new tools and technologies to improve contact center operations.

5. Collaboration and Communication:

Work closely with partners, including IT, operations, and internal business teams, to understand their needs and ensure technology solutions meet business requirements.

Communicate effectively with senior management, providing regular updates on project status, performance metrics, and critical initiatives.

Foster a culture of open communication and collaboration within the engineering team and across the organization.

Qualifications:

Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree preferred.

Minimum of 5-7 years of experience in contact center technology and engineering, with at least 3 years in a leadership role, ideally leading an infrastructure or cloud engineering team.

Experience with cloud-based contact center solutions, particularly Genesys Cloud. Genesys certification (e.g., Genesys Certified Professional) is highly desirable.

Strong knowledge of contact center systems and technologies, including ACD, IVR, CRM, VoIP, and workforce management.

Proven experience in project management and delivering complex engineering projects on time and within budget.

Excellent leadership, communication, and interpersonal skills.

Ability to think strategically and drive innovation.

Strong problem-solving and analytical abilities.

Experience with telecom carrier operations.

Proficiency in programming languages such as Python or Java, and experience with AI frameworks and tools.

Knowledge of data analytics and reporting tools to measure and optimize contact center performance.

Familiarity with ITIL processes and best practices for IT service management is preferred.

Familiarity with Agile methodology and work processes.

Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), or Cisco Certified Design Professional (CCDP) preferred.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

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