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Contact Center Engineering Manager

2 months ago

Wayne, Pennsylvania, United States Vanguard Full time
About the Role

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.

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.