Technology Manager

Responsibilities

• Manage IT projects within contact center environment
• Implement Salesforce technical solutions
• Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools
• Evaluate emerging contact center technologies and present findings to stakeholders
• Facilitate work sessions with business users to understand business processes and requirements

Qualifications

• Bachelor's degree in information technology, computer science, management information systems (MIS), management, or a related field
• 6 or more years of experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats
• Experience with Salesforce Certified Administrator and/or Salesforce Certified Technical Architect
• Certified CRM consultant with multiple CRM contact center implementations
• Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools
• Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives
• Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements

About Empower AI

Empower AI is a VEVRAA Federal Contractor. All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status.