Sr Manager - Customer Service Technology (CRM & CCaaS)

Location: Orange, Connecticut, United States; Boston, Massachusetts is also listed as a salary location. This is an office-based role.

Salary: $155,600–$194,500 in Orange, CT; $162,640–$203,300 in Boston, MA.

Company

hirify.global Service Company operates regulated electric and gas utility businesses.

What you will do

• Own the technology strategy and roadmap for customer service and customer engagement platforms.
• Lead ownership of CIS, CRM, contact center and CCaaS systems, customer portals, analytics, integrations, and supporting data layers.
• Maintain system availability, performance, reliability, incident trends, and customer-impact KPIs.
• Lead upgrades, vendor implementations, integrations, requirements, testing, release management, and post-implementation stabilization.
• Ensure alignment with regulatory requirements, data privacy standards, cybersecurity policies, audits, and internal controls.
• Advise Customer Service, Call Center, Billing, Digital, Regulatory, Legal, and Compliance stakeholders while managing vendors, budgets, and delivery teams.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field, plus at least 10 years of relevant experience.
• Progressive IT experience focused on customer-facing or customer operations technology.
• Experience with Customer Information Systems or other large-scale customer service platforms.
• Experience leading cross-functional delivery teams and managing complex, high-visibility systems.
• Experience with regulated utility operations, contact center technologies, IVR or CCaaS, digital self-service, SAP utilities software, Salesforce, or system integrators is preferred.
• Ability to communicate technical issues in business and regulatory terms and lead people managers, product owners, analysts, and technical leads.

Culture & Benefits

• Competitive benefits and performance-based bonuses.
• 12% 401(k) match.
• Health, dental, and vision insurance.
• Tuition reimbursement and professional development opportunities.
• Clear career advancement pathways.
• Potential assignment to system emergency or NERC Reliability Standards compliance responsibilities, depending on the business area.