Manager, Customer Experience Platforms

Accountabilities: Lead the delivery and ongoing operations of Contact Center as a Service (CCaaS) offerings, serving as the primary management contact for service agreements and customer relationships. Manage and coordinate resources across service delivery teams to maintain high-quality service, resolve issues effectively, and meet service-level requirements. Lead, mentor, and support team members while promoting strong operational practices, knowledge sharing, and professional development. Partner with strategy, finance, human resources, supply chain, and other cross-functional teams to align service delivery with organizational priorities. Identify and implement process improvements that increase operational efficiency, reduce risk, improve performance, and enhance customer experiences. Manage the service area budget and support financial planning, forecasting, resource allocation, and fiscal accountability. Evaluate customer feedback and operational data to identify opportunities for improving service quality, simplifying processes, and strengthening the overall customer experience. Maintain systems availability through sound architecture and design practices, comprehensive testing, disciplined releases, and responsive root cause analysis. Collaborate with executives, business leaders, technology teams, and vendor partners to develop and execute service and technology roadmaps. Develop marketing and enablement materials, including demonstration platforms, white papers, and other resources that support technology recommendations and customer engagements. Estimate effort for incoming requests and help prioritize work across the team based on business value, urgency, resources, and strategic objectives. Continuously evaluate people, processes, and technology to identify and address inefficiencies, operational risks, and opportunities for automation. Identify and implement sales strategies and tactics that support current and future customer experience services. Support capture and business development activities, including proposals, requests for information, white papers, and related customer opportunities. Manage strategic vendor relationships by coordinating with technical account managers, sales teams, and partner executives to maintain strong operational support and negotiate competitive pricing. Align vendor technology roadmaps with organizational needs and identify opportunities that advance customer, mission, and business objectives. Oversee financial management for the CCaaS practice, including volume and labor forecasting, vendor invoice approval, monthly labor validation, and coordination with finance teams. Work with customers to align projected demand with annual budgets and ensure accurate planning across the service portfolio. Requirements Bachelor’s degree in Computer Science, Software Engineering, or a related technical field. At least 5 years of experience with contact center or service desk technologies. At least 2 years of people management experience. Strong analytical, organizational, problem-solving, and prioritization skills. Excellent communication, stakeholder management, presentation, and client-facing consulting abilities. Demonstrated intellectual curiosity and commitment to staying current with emerging technologies and industry practices. Ability to develop and maintain a professional development plan while actively sharing knowledge to strengthen team capabilities. Experience implementing customer experience and automation technologies such as conversational AI, chatbots, virtual agents, intelligent routing, Knowledge-Centered Service (KCS), robotic or agentic process automation, workflow automation, agent assist, predictive analytics, and reporting. Strong understanding of IT service management and contact center operational metrics, including call deflection, first contact resolution (FCR), mean time to resolution (MTTR), self-service adoption, customer satisfaction (CSAT), agent utilization and productivity, and average handle time (AHT). Experience with one or more modern CX and contact center platforms, including Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, Now Assist, Moveworks, BMC Remedy, Helix, Microsoft Dynamics, or Salesforce Service Cloud. Familiarity with multifactor authentication and identity solutions such as Okta, Microsoft, ID.me, RSA, or CLEAR. Ability to work effectively with technology vendors, development partners, executives, customers, and cross-functional teams. Strong understanding of CCaaS design and development principles and their application to enterprise business solutions. US citizenship required. Ability to obtain and maintain a Top Secret security clearance. Ability to work remotely and travel approximately 10–25% as required. Benefits Annual salary range of $121,125–$163,875 , with actual compensation based on experience, geographic location, and applicable contractual requirements. Fully remote work environment. Full-flex work week designed to support flexibility and work-life balance. Comprehensive medical plan options, including plans with Health Savings Accounts. Dental and vision insurance options. 401(k) plan with company matching and flexible pre-tax and post-tax contribution options. Paid vacation, sick, personal, and holiday leave. Paid parental, military, bereavement, and jury-duty leave. Up to 160 hours of paid family leave during a rolling 12-month period for eligible employees. Short- and long-term disability benefits. Life insurance and accidental death and dismemberment coverage. Personal accident, critical illness, and business travel and accident insurance options. AI-powered career development tools to identify potential career paths and learning opportunities. Internal mobility support to help employees pursue their professional goals. Opportunities to work with emerging customer experience, automation, AI, and enterprise IT technologies. Collaborative environment focused on innovation, professional growth, and mission-driven technology delivery. Approximately 10–25% travel, depending on customer and business requirements.