IT Application Manager - Contact Center Platform

BOK Financial - Tulsa, OK

Full-time - Mid Level

Tulsa, OK

Credit Intermediation and Related Activities

About the position

The IT Application Manager at BOK Financial will lead the contact center technology team, managing technical resources to deliver innovative solutions that enhance customer experiences. This role is pivotal in orchestrating project delivery and platform operations, ensuring the effective execution of contact center products and services. The manager will also focus on team building, technical support, and development, contributing to the strategic direction of the contact center channels.

Responsibilities

• Oversee the formulation and execution of contact center projects and product delivery efforts to create value for customers and business lines.
• Recruit, encourage, coach, and equip team members for team success and individual growth.
• Manage the effective ongoing operations delivery of contact center platforms to ensure operational soundness.
• Collaboratively build trusted relationships and share guidance and advice with business and IT partners.
• Contribute to strategy initiatives to align with organizational objectives and goals.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, or related field.
• 7-10 years of directly related professional experience or equivalent combination of education and experience.
• At least 5 years of management experience overseeing one or more teams of technical professionals.
• Knowledge of contact center or contact center as a service (CCaaS), especially Five9.
• Experience with application concepts (security, database, network, architecture, infrastructure) in cloud environments.
• Familiarity with Agile methodologies (such as Scrum) and project management methodologies.

Nice-to-haves

• Knowledge of IT product management practices.

Benefits

• Excellent training and development opportunities to support long-term career growth.