Manager IT - Contact Center (Hybrid)

About the position

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, North Carolina. This position allocates technical resources and associates within the Client Servicing department of the Bank. Manages an associate team to ensure effective delivery of service and project results. Oversees the design, implementation, and support of systems and applications. Partners with peers, senior management, business units, and associate teams to align projects or tasks with wider organizational goals.

Responsibilities

• Provides direction and oversight to IT projects and products
• Assigns project tasks, drives project schedules, product releases, and conveys results or updates to the appropriate parties
• Develops and utilizes methods of tracking performance
• Establishes and monitors expectations to achieve company and department goals
• Makes appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives
• Manages the performance, training, and evaluation of assigned staff
• Maximizes department achievements by providing professional development
• Ensures bank needs are met through prioritization and resource allocation
• Supports budget forecasting, capital planning and invoicing
• Directs programming, business analysis, or testing activities, including the determination of scope, time and cost estimates, and system impact within user requests
• Facilitates system modifications within existing system architecture and assists with architectural changes as necessary
• Elicits and refines business technology roadmaps, including setting priority and understanding cross team impacts
• Serves as a technical expert and strategic leader to senior management, associates, and business units
• Ensures that team activities comply with all appropriate configuration, change controls, and security standards
• Participates in business meetings and special projects to provide insight on end-user needs
• Keeps abreast of industry trends
• Identifies and holds accountable vendors in support of system updates and maintenance

Requirements

• Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering
• OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering

Nice-to-haves

• Hands on experience with Five9 and Genesys pure connect
• 2+ year experience migrating contact center platforms
• Deep expertise in end-to-end contact center operations
• Previous leadership for technical implementation
• Knowledge of Standard Development Life Cycles (like Waterfall or Agile)
• Knowledge of system and data design
• Large Financial Institution experience

Benefits

• Competitive, thoughtfully designed and quality benefits program