Technical Release Manager with Contact Center

7 days ago

Malvern, United States Empower Professionals Full time

Role: Technical Release Manager (Contact Center)

Locations: Malvern, PA (Hybrid Onsite)

Duration: 12+ Months Contract

Job Description:

  • We are seeking a highly skilled Technical Delivery Manager with expertise in Contact Center solutions, specifically focusing on Agent Assist technologies built on the AWS stack.
  • The ideal candidate will lead technical teams to deliver innovative solutions that enhance agent productivity and improve customer experiences.

Key Responsibilities:

Project Management:

  • Oversee the planning, execution, and delivery of Contact Center Agent Assist projects on the AWS platform.
  • Manage project timelines, budgets, and resources to ensure successful completion of initiatives.

Technical Leadership:

  • Collaborate with cross-functional teams, including software engineers, data scientists, and product managers, to design and implement Agent Assist solutions.
  • Serve as the primary technical point of contact for internal and external stakeholders.

Solution Development:

  • Guide the architecture and design of Agent Assist technologies leveraging AWS services (e.g., AWS Lambda, Amazon Lex, Amazon Connect).
  • Ensure solutions meet business requirements and align with best practices for cloud development.

Stakeholder Management:

  • Communicate effectively with stakeholders to gather requirements, provide updates, and manage expectations.
  • Foster strong relationships with customers, understanding their needs and driving customer satisfaction.

Quality Assurance:

  • Implement best practices for quality assurance and testing to ensure high-quality deliverables.
  • Monitor project performance and make adjustments as necessary to achieve goals.

Continuous Improvement:

  • Analyze project outcomes to identify areas for improvement and implement lessons learned in future projects.
  • Stay updated on industry trends and AWS advancements to leverage new technologies for Agent Assist solutions.

Qualifications:

  • Bachelor s degree in Computer Science, Information Technology, or a related field; a Master s degree is a plus.
  • 5+ years of experience in project management, with a focus on contact center technologies and AWS.
  • Proven experience in delivering technical solutions in a cloud environment, preferably with AWS.
  • Strong understanding of Contact Center solutions, including Agent Assist technologies, AI/ML integrations, and customer experience strategies.
  • Excellent leadership and team management skills, with the ability to mentor and guide technical teams.
  • Strong analytical and problem-solving skills, with a focus on delivering innovative solutions.
  • Exceptional communication and interpersonal skills.
Technical Release Manager with Contact Center - Malvern, PA (Hybrid) - CH

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