Technology Manager

The Technology Manager will lead technology projects, implement Salesforce-based solutions, and improve contact center capabilities through innovative tools and strategies.

About the role

• Manage IT projects within a contact center environment, ensuring successful delivery, coordination, and alignment with business objectives.
• Design, implement, and manage Salesforce technical solutions that support operational efficiency and customer experience improvements.
• Oversee contact center technologies, including intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, knowledge management systems, and related platforms.
• Evaluate emerging contact center technologies and provide recommendations to stakeholders based on business needs and industry trends.
• Facilitate discovery sessions with business users to understand workflows, gather requirements, and identify opportunities for improvement.
• Analyze technical operations and customer experience processes to recommend enhancements and optimize technology performance.
• Apply user-centered design methodologies to ensure technology solutions effectively support business objectives and user needs.

Responsibilities

• Lead technology projects and deliver Salesforce and CRM solutions within enterprise contact center environments.
• Manage IT projects within a contact center environment, ensuring successful delivery, coordination, and alignment with business objectives.
• Implement Salesforce technical solutions that support operational efficiency and customer experience improvements.
• Oversee contact center technologies, including intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, knowledge management systems, and related platforms.
• Evaluate emerging contact center technologies and provide recommendations to stakeholders based on business needs and industry trends.
• Facilitate discovery sessions with business users to understand workflows, gather requirements, and identify opportunities for improvement.
• Analyze technical operations and customer experience processes to recommend enhancements and optimize technology performance.
• Apply user-centered design methodologies to ensure technology solutions effectively support business objectives and user needs.

Requirements

• Extensive experience managing technology projects and delivering Salesforce and CRM solutions within enterprise contact center environments.
• Strong technical knowledge, strategic thinking, and communication skills.
• Salesforce Certified Administrator and/or Salesforce Certified Technical Architect certification preferred.
• Experience as a certified CRM consultant with multiple CRM contact center implementations.
• Hands-on expertise with intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, knowledge management, and related technologies.
• Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders.
• Strong analytical, problem-solving, and project management skills with a focus on delivering measurable improvements.

Benefits

• Competitive compensation package based on experience, qualifications, and role alignment.
• Fully remote work opportunity within the United States.
• Opportunity to lead impactful technology initiatives in a mission-driven environment.
• Exposure to advanced Salesforce, CRM, and contact center technologies.
• Collaborative work environment with opportunities to partner with cross-functional teams.
• Career growth opportunities through challenging technology projects and continued learning.

Pay

Compensation is competitive and based on experience, qualifications, and role alignment.

Schedule

Full-time, remote work opportunity within the United States.