We are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to support the strategic roadmap and hands-on implementation of advanced contact center technologies, with a strong focus on GenAI-enabled omnichannel solutions. This role is pivotal in driving innovation, scalability, and operational excellence across voice, chat, IVR, WFM, analytics, CRM, and AI/ML platforms.
As a cross-functional leader, you will guide the full lifecycle of solution delivery, from requirements gathering and call flow design to system integration and deployment. You will serve as the primary liaison between executive steering committee, strategic design leaders, business stakeholders, engineering teams, data scientists, and AI specialists to ensure alignment with enterprise goals and responsible AI practices.
Key responsibilities include:
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Product Support & Agile Delivery: Own and manage the product backlog, translate business needs into actionable user stories, and lead agile ceremonies to ensure timely and value-driven delivery. Ensuring the quality, performance, and reliability of AI systems, which includes developing test plans and integrating observability and monitoring tools.
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Translate business requirements into technical specifications and actionable user stories
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Define technical acceptance criteria, implementation tasks, and sprint deliverables
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Document system requirements, technical dependencies, and integration constraints
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Create comprehensive test plans including unit, integration, and end-to-end testing strategies
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Design observability and monitoring frameworks (logging, metrics, tracing, alerting)
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Establish quality gates, performance benchmarks, and reliability standards
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Draft technical documentation, API contracts, and implementation guides
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GenAI Enablement: Guide the deployment of scalable GenAI solutions across channels, leveraging APIs, data flows, and telephony infrastructure to enhance customer experience and agent productivity. Validating end-to-end agentic systems to ensure they meet enterprise-grade reliability and scalability standards.
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Work with IT and vendors to deliver GenAI solutions for multi-channel deployment (web, mobile, voice, agent tools), API integration patterns for GenAI service consumption and orchestration, map data flows between LLMs, vector databases, knowledge bases, and enterprise systems, specify telephony infrastructure integration for voice-enabled AI applications, define end-to-end validation frameworks for agentic AI systems and establish enterprise-grade reliability patterns (error handling, fallbacks, circuit breakers)
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Design scalability and performance optimization strategies (caching, load balancing, rate limiting)
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Document technical requirements for customer experience and agent productivity enhancements
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Technical Leadership: Apply deep expertise in contact center technologies to architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback.
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Compliance & Responsible AI: Ensure all solutions adhere to data governance, privacy, and security standards, incorporating model governance, bias detection, and risk mitigation strategies.
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Innovation & Strategy: Collaborate with steering committee and business strategy leaders to define and communicate the product vision and roadmap in partnership with operations and technology leaders, staying ahead of industry trends to drive continuous improvement.
This role demands a strategic thinker with hands-on technical acumen, a passion for customer-centric innovation, and a proven track record of delivering enterprise-grade contact center solutions in a dynamic, agile environment.
