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Senior Technical Manager

2 weeks ago

Boston, MA, United States Cayuse Holdings Full time

Overview

The Work

The Senior Technical Manager serves as the primary technical liaison between the Vendor's technical teams and the Exchange. This role ensures that technical questions, issues, and solutions are addressed promptly to maintain service continuity and meet Service Level Agreements (SLAs). The Technical Manager is responsible for system configuration, compliance with data security protocols, and support during system integration, testing, and implementation phases. By leveraging technical expertise, the Senior Technical Manager facilitates deployments, enhances customer interaction tools, and ensures the effective delivery of technical services aligned with the Exchange's goals.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key Responsibilities

  • Serve as the primary technical point of contact between the Vendor and the Exchange, managing communications regarding technical requirements, issues, and solutions.

  • Ensure all technical SLAs, as detailed in the contract, are met or exceeded, with appropriate reporting and escalation.

  • Collaborate with the Exchange to support the development, deployment, and optimization of CRM, telephony, and other customer-focused tools.

  • Support implementation phases by monitoring system readiness, leading testing efforts, and verifying the alignment of technical deliverables with project goals.

  • Troubleshoot and resolve technical errors related to account management processes, such as password resets and security configurations.

  • Monitor, analyze, and report on API interactions between Exchange systems and contractor technologies, addressing discrepancies where necessary.

  • Conduct regular audits and reviews to ensure compliance with all data security and privacy protocols, adhering to established standards.

  • Manage technical aspects of workforce management software, ensuring alignment with communication methodologies and the Exchange's workflows.

  • Oversee tool integration efforts, including Reporting and Analytics tools and Workforce Management platforms, to ensure seamless operations and compatibility.

  • Prepare documentation and deliverables such as the Technical Implementation Plan, System Testing Results, and Post-Implementation Stabilization Plans.

  • Participate in system update support activities, including release meetings, testing, and defect resolution.

  • Provide technical guidance during escalations requiring advanced resolution, collaborating with teams to resolve issues efficiently.

  • Coordinate with other Key Staff roles to ensure technical aspects of the project align with operational and service delivery goals.

  • Other duties as assigned.

Qualifications

Qualifications - Here's What You Need

  • Associate's degree in Computer Science, Information Systems, Engineering, or a related technical field, OR equivalent work experience in technical project management or system integration roles (minimum 2 years for equivalency).

  • Relevant certifications such as ITIL, CompTIA Security+, or AWS Certified Solutions Architect are mandatory.

  • Expertise in managing cloud-based systems like AWS or Azure.

  • Prior experience working with the State's Exchange program or similar public health system projects.

  • Knowledge of Workforce Management tools and analytics.

  • 5+ years of experience in technical project management or technical liaison roles within enterprise system environments.

  • Proven experience resolving technical issues in multi-stakeholder projects, preferably in public sector environments.

  • Experience with CRM systems, telephony solutions, and APIs.

  • Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

  • Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.

  • Strong understanding of system integration, APIs, and technical troubleshooting.

  • Familiarity with data security and reporting protocols.

  • Excellent communication and stakeholder management skills.

  • Exceptional verbal and written communication skills.

  • Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.

  • Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.

  • Must be self-motivated and able to work well independently as well as on a multi-functional team.

  • Ability to handle sensitive and confidential information appropriately

  • Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Desired Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field.

  • Certifications in project management (e.g., PMP or Prince2).

Our Commitment to you / overview of benefits

  • Medical, Dental and Vision Insurance; Wellness Program

  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

  • Short-Term and Long-Term Disability options

  • Basic Life and AD&D Insurance (Company Provided)

  • Voluntary Life and AD&D options

  • 401(k) Retirement Savings Plan with matching after one year

  • Paid Time Off

Reports to: Account Manager

Working Conditions

  • Professional remote office environment.

  • May required occasional on-site meetings at the client's office locations.

  • Must be physically and mentally able to perform duties extended periods of time.

  • Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.

  • Must be able to establish a productive and professional workspace.

  • Must be able to sit for long periods of time looking at computer screen.

  • May be asked to work a flexible schedule which may include holidays.

  • May be asked to travel for business or professional development purposes.

  • May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $60,000.00 - USD $110,000.00 /Yr.

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Location US-

ID 103626

Category Information Technology

Position Type Full-Time Salary Exempt

Remote Yes

Clearance Required None