Contact Center Technology Manager

The MXC Contact Center Technology Manager is responsible for ensuring the Member Experience Center's (MXC) success, leading the technology roadmap by identifying, designing, and implementing innovative solutions that consistently deliver best-in-class contact center experiences. This position will craft and execute a forward-thinking technology roadmap that aligns with the organization's strategic priorities, driving efficiencies, and fostering data-driven insights. This role also entails overseeing key vendor relationships, managing cross-functional collaboration, and developing a high performing team focused on technology, process improvement, and data optimization. This manager will excel in change management, risk mitigation, and be proactive in identifying trends that can transform MXC’s capabilities and elevate the member and employee experiences as the owner of effective contact center technology for the MXC and Credit Union of Colorado’s internal departments.

Responsibilities

Champions and drives the MXC technology, systems, and data efforts with a primary focus on delivering an exceptional member and employee experience; Delivers future focused roadmaps and strategic conversations; Identifies and implements AI-driven solutions to optimize operational processes and automation; Continuously explores emerging technologies and trends in contact center solutions; Proactively introduces and oversees new functionality related to MXC technology; Leads change management initiatives within the MXC; Uses MXC data to tell a story or support a change related to the business; Executes a strategic approach regarding the MXC technology roadmap; Develops predictive analytics strategies to identify trends, potential pain points, and opportunities; Manages the risk, security, regulations, and compliance requirements related to technology and data; Leads a MXC technology team responsible for daily system administration, technology improvements, processes, analytics, forecasting, and reporting; Manages the vendor relationships and product ownership related to MXC technology and systems maximizing the ROI; Empowers supervisors and frontline employees with real-time data; Fosters cross-functional collaboration with IT, Strategic Operations, Digital Services, and Data and Analytics; Provides guidance and recommendations to the MXC Director; Stays current regarding contact center industry best practices and future trends; Makes recommendations to change policies, processes, or systems based on operational team and business metrics; Directs staff, including the MXC Operations Analyst, in monitoring and reporting; Provides timely guidance, mentorship, and performance coaching to direct reports; Establishes and tracks KPIs for technology driven initiatives; Demonstrates effective presentation skills; Leads department initiatives and participates in organizational projects as a subject matter expert; Uses a DEI lens as part of work efforts; Builds and maintains strong interpersonal relationships with peers; Participates in community and volunteer activities including involvement in CAP

Requirements

Bachelor’s degree in Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant education and experience; 1 year of experience with IVA/IVR design, deployment, and reporting; 3 years of experience working with contact center platforms with multiple channels; 5 years of experience in a leadership position; Participation in telecom/telephony projects or work efforts; Proficiency with data visualization tools and related analysis (Tableau, Excel); Experience managing vendors and cross-functional partnerships; Knowledge of Contact Center operations and procedures; Use of AI and understanding of future opportunities related to AI; Experience with Zendesk in relation to contact center operations; Knowledge of Credit Union products and services; Solid understanding of related legal and regulatory requirements; Demonstrated effective management and leadership skills to select, motivate, develop and supervise assigned personnel; Creative problem-solving skills; Must be courteous, professional and tactful, able to converse with members in a business environment; Ability to work independently or as a member of a highly productive management team; Attentive to detail and accuracy; Ability to build and maintain productive relationships within the MXC, across the organization, and with external vendors

Nice to have

Preferred experience working in a contact center leadership position

Benefits

Pay-for-performance compensation program; Bonuses for all employees; Competitive benefits package