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Contact Center Engineering Manager

2 months ago

Wayne, Pennsylvania, United States Vanguard Full time
Job Summary

We are seeking a highly skilled Contact Center Engineering Manager to lead our team of engineers in designing, implementing, and maintaining advanced Genesys contact center solutions. As a key member of our engineering team, you will be responsible for driving innovation and excellence in contact center technology, ensuring seamless customer interactions and operational efficiency.

Key Responsibilities
  • Leadership and Management: Lead, mentor, and manage a team of engineers, fostering a collaborative and high-performance work environment.
  • Technology Development and Implementation: Design, develop, and implement advanced contact center technologies, including telephony integrations, IVR, CRM integrations, and workforce management tools.
  • Project Management: Lead and manage multiple engineering projects from inception to completion, ensuring timely delivery and alignment to budget.
  • Innovation and Continuous Improvement: Stay abreast of industry trends and emerging technologies to drive innovation within the contact center.
  • Collaboration and Communication: Work closely with partners, including IT, operations, and internal business teams, to understand their needs and ensure technology solutions meet business requirements.
Requirements
  • Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree preferred.
  • Minimum of 5-7 years of experience in contact center technology and engineering, with at least 3 years in a leadership role, ideally leading an infrastructure or cloud engineering team.
  • Experience with cloud-based contact center solutions, particularly Genesys Cloud. Genesys certification (e.g., Genesys Certified Professional) is highly desirable.
  • Strong knowledge of contact center systems and technologies, including ACD, IVR, CRM, VoIP, and workforce management.
  • Proven experience in project management and delivering complex engineering projects on time and within budget.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to think strategically and drive innovation.
  • Strong problem-solving and analytical abilities.
  • Experience with telecom carrier operations.
  • Proficiency in programming languages such as Python or Java, and experience with AI frameworks and tools.
  • Knowledge of data analytics and reporting tools to measure and optimize contact center performance.
  • Familiarity with ITIL processes and best practices for IT service management is preferred.
  • Familiarity with Agile methodology and work processes.
  • Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), or Cisco Certified Design Professional (CCDP) preferred.
About Vanguard

Vanguard is a global market leader in investment management, committed to making success accessible to everyone. We believe in building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve.

We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values: doing the right thing, treating clients fairly, and giving them the best chance for investment success.

We have implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.