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Jobs or company...

Technical Release Manager / Contact Center (Minimum 15 + years profiles only)

Salary undisclosed

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Dice
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Simplified

Role: Technical Release Manager (Contact Center) / Minimum 15 + years profiles only

Locations: Malvern, PA (Hybrid Onsite)

Duration: 12+ Months Contract

Note: Candidate needs to be in the office 3 Days every week. Local or candidates from Adjacent states only.

Job Description:

  • We are seeking a highly skilled Technical Delivery Manager with expertise in Contact Center solutions, specifically focusing on Agent Assist technologies built on the AWS stack.
  • The ideal candidate will lead technical teams to deliver innovative solutions that enhance agent productivity and improve customer experiences.

Key Responsibilities:

Project Management:

  • Oversee the planning, execution, and delivery of Contact Center Agent Assist projects on the AWS platform.
  • Manage project timelines, budgets, and resources to ensure successful completion of initiatives.

Technical Leadership:

  • Collaborate with cross-functional teams, including software engineers, data scientists, and product managers, to design and implement Agent Assist solutions.
  • Serve as the primary technical point of contact for internal and external stakeholders.

Solution Development:

  • Guide the architecture and design of Agent Assist technologies leveraging AWS services (e.g., AWS Lambda, Amazon Lex, Amazon Connect).
  • Ensure solutions meet business requirements and align with best practices for cloud development.

Stakeholder Management:

  • Communicate effectively with stakeholders to gather requirements, provide updates, and manage expectations.
  • Foster strong relationships with customers, understanding their needs and driving customer satisfaction.

Quality Assurance:

  • Implement best practices for quality assurance and testing to ensure high-quality deliverables.
  • Monitor project performance and make adjustments as necessary to achieve goals.

Continuous Improvement:

  • Analyze project outcomes to identify areas for improvement and implement lessons learned in future projects.
  • Stay updated on industry trends and AWS advancements to leverage new technologies for Agent Assist solutions.

Qualifications:

  • Bachelor s degree in Computer Science, Information Technology, or a related field; a Master s degree is a plus.
  • 5+ years of experience in project management, with a focus on contact center technologies and AWS.
  • Proven experience in delivering technical solutions in a cloud environment, preferably with AWS.
  • Strong understanding of Contact Center solutions, including Agent Assist technologies, AI/ML integrations, and customer experience strategies.
  • Excellent leadership and team management skills, with the ability to mentor and guide technical teams.
  • Strong analytical and problem-solving skills, with a focus on delivering innovative solutions.
  • Exceptional communication and interpersonal skills.

Thanks & Regards

Santosh Prajapati

Sr. Technical Recruiter | Empower Professionals

Direct: Ex-371 | Fax:

100 Franklin Square Drive Suite 104 | Somerset, NJ 08873

Certified NJ and NY Minority Business Enterprise (NMSDC)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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