Manager Contact Center Technologies

TL;DR

Manager Contact Center Technologies (Delivery Management): Lead design, development, and deployment of advanced contact center solutions powering business operations with an accent on vendor management, software delivery, and team leadership. Focus on driving operational excellence, cross-functional collaboration, and modernization of contact center platforms including Genesys and Kore.

Location: Hybrid (Malvern, PA, US; Charlotte, NC, US)

Company

hirify.global is a mission-driven financial services corporation focused on long-term client financial wellbeing and innovation in workplace technology.

What you will do

• Lead hiring, evaluation, supervision, and development of technical support team.
• Deliver software releases and define project scope with business clients.
• Develop and implement staffing, operational plans, and department goals.
• Monitor service delivery metrics and lead quality improvement initiatives.
• Manage vendor relationships, contracts, and licensing for contact center technologies.
• Ensure compliance with IT and information security policies and budget adherence.

Requirements

• Location: Must be based in or near Malvern, PA or Charlotte, NC, US
• Minimum eight years related work experience with at least five years in project management.
• Experience with contact center technologies such as Genesys and Kore.
• Strong leadership skills and ability to collaborate with business and sourcing units.
• Excellent communication, problem-solving, and organizational skills.
• Ability to manage multiple priorities and drive change in a dynamic environment.
• Visa sponsorship is not offered for this position.

Culture & Benefits

• Hybrid work model balancing flexibility and in-person collaboration.
• Comprehensive benefits supporting financial, physical, and personal wellness.
• Educational assistance, leadership support, and professional development opportunities.
• Inclusive and diverse work environment fostering collaboration and innovation.
• Recognition programs to celebrate employee contributions and engagement.