Director, Production Services Manager

About the role

Own production stability, vendor management, and operational readiness for BNY's contact center and AI automation platform. Lead a team responsible for IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.

Responsibilities

• Own 24x7 stability and serve as senior escalation point for critical incidents
• Drive root cause analysis, post-incident reviews, and corrective actions
• Drive production readiness for new platforms, including monitoring and regulatory controls
• Manage platform retirements while maintaining stability through shutdown
• Manage vendor relationships across SaaS, hosted, and on-prem delivery models
• Negotiate SLAs, escalation paths, and support coverage
• Conduct vendor risk assessments and monitor concentration risk
• Coordinate across internal teams, vendors, engineering, and business stakeholders

Technology

• Telephony & Contact Center
• Avaya Aura, Avaya CMS
• Enghouse Interactive CCE
• Genesys Cloud CX
• SIP/VoIP, IVR platforms, toll-free routing
• Voice biometrics
• CTI / Salesforce integration

Qualifications

• 20+ years in production operations or IT service management, with leadership experience
• Contact center platforms (Avaya and Genesys Cloud)
• Multi-vendor management across SaaS, hosted, and on-prem models