Application Development & Support Supervisor
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About The Position
The MassDOT is looking for an Application Development & Support Supervisor to join the team. The Application Development & Support Supervisor is responsible for people development and management through leading an application development and maintenance team for MassDOT. The incumbent will manage the resource allocation and timely delivery of all Contact Center and Service Center Applications development and maintenance efforts. The Application Development & Support Supervisor will act as the project manager for small to mid-size projects following the MassDOT IT processes and procedures. Projects will encompass COTS (commercial of the shelf products), SAAS (Software as a Service) application development and vendor management. MassDOT implemented on Five9 CCaaS (Contact Center as a Service) platform for services such as - Automatic call distribution (ACD), interactive voice response (IVR), Call recordings, Self Service Secure Payment services, Workforce Optimization and integrations with CRM systems (Customer Relationship Management). Additionally, the incumbent will be responsible for maintaining and managing RMV Service center applications used for Appointment scheduling and queue management. As the Application Development & Support Supervisor, you will provide direction to IT staff and collaborate with other IT units cross functionally. You will act as a mentor, providing technical advice and guidance while leading a team and delivering innovative solutions and excellent customer service to MassDOT and the citizens of the Commonwealth. The primary work location for this role will be at 10 Park Plaza, Boston, 02116. The work schedule for this position is Monday through Friday, 9:00 AM - 5:00 PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.
