Empower AI (formerly NCI) elevates public sector teams with the power of AI, to ensure America’s missions are met.
Technology Manager
Location
United States
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Technology Manager
Empower AI
• Manage IT projects within contact center environment • Implement Salesforce technical solutions • Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools. • Evaluate emerging contact center technologies and present findings to stakeholders • Facilitate work sessions with business users to understand business processes and requirements
Job Requirements
- Bachelors degree in information technology, computer science, management information systems (MIS), management or a related area.
- 6 or more years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.
- Salesforce Certified Administrator and/or Salesforce Certified Technical Architect
- Certified CRM consultant with multiple CRM contact center implementations
- Experience in contact center solution design, architecture, and implementation
- Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools
- Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.
- Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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