Manager, Contact Center Technology Integration

About the Role

The Manager, Contact Center Technology Integration and Support Onboarding leads a dedicated team responsible for enabling the Service Excellence Contact Center (SECC) to integrate new contact center technologies and seamlessly onboard new enterprise products, processes, and services into the contact center portfolio. SECC serves as the Tier 1 support hub across IT, People Services, Lab Customer Support, Purchasing, Home On-Call Nursing, Accounts Payable, and Payroll. In this role, you will champion operational readiness, establish frontline workflows, ensure robust tool and knowledge enablement, align staffing forecasts, and measure outcomes to drive teammate satisfaction, customer experience, service effectiveness, and continuous improvement.

Key Responsibilities

• Technology Integration & Workflow Alignment (25%): Lead the integration of new contact center technologies into SECC workflows, ensuring all capabilities align with operational requirements, stakeholder needs, service standards, compliance mandates, teammate experience, and measurable business value.
• Operating Framework & Onboarding Management (20%): Establish and govern the end-to-end operating framework for onboarding enterprise products, processes, releases, and supported services into SECC channels—overseeing intake, readiness planning, launch execution, support model design, and operational handoffs.
• Cross-Functional Project Leadership (15%): Partner across project teams to evaluate customer impact, anticipated support volumes, launch timelines, support complexity, knowledge requirements, escalation paths, and operational risks.
• Capacity & Workforce Planning (10%): Collaborate closely with Workforce Management (WFM) to forecast staffing and capacity needs for pilots, soft launches, and general releases using volume projections, channel mix, complexity, and seasonality; communicate readiness risks and mitigation strategies to leadership.
• Frontline Readiness & Knowledge Enablement (10%): Gather, validate, and coordinate all frontline operational assets prior to launch, including knowledge articles, tool access, workflow documentation, decision trees, training plans, job aids, and escalation contacts.
• Post-Launch Performance & Continuous Improvement (10%): Monitor and assess post-launch performance across adoption, tool utilization, SLAs, First Contact Resolution (FCR), ticket quality, escalation rates, Average Handle Time (AHT), CSAT, teammate satisfaction, and recurring issue trends.
• People Leadership & Team Development (5%): Lead, coach, and develop teammates focused on technology integration, support readiness, process onboarding, measurement, stakeholder alignment, and continuous improvement.
• Additional Operational Duties (5%): Perform other related duties and special projects as assigned.

Qualifications

Required Experience & Skills

• Experience: 5+ years in contact center operations, service desk operations, shared services, product implementation, technology enablement, project management, process improvement, or operational leadership.
• Leadership: 2+ years of direct people leadership, team leadership, project leadership, or matrixed team management.
• Contact Center Systems: Hands-on experience supporting or implementing CCaaS platforms, contact center technologies, case management platforms, knowledge management tools, workflow automation, AI-enabled support, CRM solutions, telephony, chat, WFM, or quality management systems.
• Cross-Functional Leadership: Demonstrated ability to manage competing priorities, drive cross-functional alignment, translate complex requirements into operational execution, and influence stakeholders without direct authority.
• Analytics & Problem-Solving: Strong analytical capability to define KPIs, analyze operational datasets, identify trends, and implement actionable process enhancements.
• Communication: Excellent written, verbal, and interpersonal communication skills across all levels, from frontline teammates to senior executives.

Preferred Qualifications

• Education: Bachelor’s degree in Business, Operations, Information Technology, Healthcare Administration, Information Systems, or a related field (or equivalent progressive work experience).
• Platform Knowledge: Experience with NICE CXone, ServiceNow, Microsoft Teams, Microsoft Office, Tableau/BI tools, and AI-enabled support capabilities.
• Certifications: Lean, Six Sigma, Prosci Change Management, PMP/Project Management, ITIL, ServiceNow, Customer Experience, or Knowledge Management certifications.

Working Conditions & Travel

• Travel: Limited travel as required by business needs.
• Schedule Flexibility: May require occasional evening/weekend availability during major technology cutovers, pilot launches, enterprise releases, or critical operational incidents.