Operational Readiness Manager
Job Summary
Owning the operational and technical foundation of the Digital Experience Center (DXC), the full-time remote Operational Readiness Manager will manage the CCaaS platform, IVR architecture, and AI solutions while ensuring operational readiness for multiple financial institution clients.
Key Responsibilities
- Oversee administration and configuration of the CCaaS platform, ensuring operational integrity and incident response
- Design and maintain IVR scripts and call flow architecture for supported clients, governing development and production environments
- Lead the design, build, and maintenance of conversational and agentic AI solutions, ensuring compliance with security and regulatory requirements
Required Qualifications
- 5+ years of experience in contact center operations, platform administration, or related technical operations
- Bachelor's Degree in Computer Science, Information Systems, or a related field
- Proven ownership of a multi-tenant contact center platform, including configuration and incident response
- Experience managing vendor relationships and escalating service issues
- Demonstrated ability to translate business requirements into system configuration
Complete Job Description
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