Technology Manager

Pearl Interactive Network is seeking a Technology Manager. About the Role:

The Technology Manager provides strategic and technical leadership for the design, implementation, integration, operation, and continuous improvement of contact center technology solutions supporting a high-volume customer service environment. The position is responsible for managing the technology ecosystem that enables voice, digital, self-service, customer relationship management, knowledge management, workforce and customer experience capabilities.

Essential Duties and Responsibilities:Technology Strategy and Leadership

• Provide technical leadership for the contact center technology environment and associated applications, platforms, integrations, and tools.
• Develop and maintain technology strategies and roadmaps aligned with business objectives, customer experience goals, operational requirements, and program priorities.
• Evaluate existing technology capabilities and identify opportunities to improve operational efficiency, customer experience, system performance, and scalability.
• Identify emerging contact center technologies and assess their potential value to the organization.
• Develop business and technical recommendations for technology investments and present findings to leadership and stakeholders.
• Lead implementation of selected technology solutions from planning and design through deployment, stabilization, and ongoing maintenance.
• Proactively identify technology risks, dependencies, constraints, and potential blockers and develop mitigation strategies.

Contact Center Architecture and Solution Design

• Lead the design, architecture, configuration, implementation, and maintenance of contact center technology solutions.
• Develop technology solutions that support high-volume customer service operations and evolving business requirements.
• Design integrated solutions across voice, digital, CRM, knowledge management, self-service, and customer experience platforms.
• Ensure technology architecture supports scalability, reliability, security, maintainability, and effective user experiences.
• Evaluate system dependencies and integration requirements across the contact center technology ecosystem.
• Ensure technical solutions are appropriately documented and aligned with approved architecture and development standards.

Salesforce and CRM Management

• Provide technical leadership for Salesforce implementation, configuration, operations, maintenance, and continuous improvement.
• Manage Salesforce solutions supporting contact center operations and customer relationship management.
• Configure and optimize CRM functionality based on business processes and user requirements.
• Evaluate CRM capabilities and recommend enhancements that improve customer service, employee productivity, data quality, and customer experience.
• Ensure CRM configurations support appropriate workflows, data management, reporting, integrations, and user access.
• Troubleshoot CRM issues and coordinate resolution of complex technical problems.
• Maintain appropriate technical documentation for CRM configurations and changes.

Contact Center Technology Management

• Provide technical planning, configuration, implementation, operations, modification, and maintenance for contact center technologies, including:
• Intelligent IVR, Chatbot and conversational technologies, Live chat, VOIP telephony, Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Customer Relationship Management (CRM),Knowledge Management (KM), Customer survey and feedback platforms, Digital customer service channels
• Associated reporting, analytics, integration, and administrative tools
• Monitor technology performance and identify opportunities for optimization.
• Coordinate system modifications, enhancements, upgrades, and maintenance activities.
• Evaluate technology impacts on contact center operations and customer experience.
• Coordinate technical issue resolution with internal teams, vendors, and other stakeholders.

Technology Operations and Performance

• Oversee the operational performance, availability, and reliability of contact center technology platforms.
• Monitor system performance and identify potential issues before they affect customers or operations.
• Establish processes for incident management, problem management, change management, and technology maintenance.
• Coordinate technology support and troubleshooting activities.
• Analyze technical operations and customer experience data to identify opportunities for improvement.
• Develop recommendations to improve system performance, functionality, reliability, and customer experience.
• Maintain appropriate technology documentation, system inventories, configurations, and operational procedures.

Technology Evaluation and Continuous Improvement

• Research emerging contact center technologies and industry trends.
• Evaluate potential technologies based on business value, customer experience, technical feasibility, cost, security, scalability, and operational impact.
• Develop written and presentation-based recommendations for leadership consideration.
• Lead pilots, proofs of concept, or technology evaluations as appropriate.
• Implement approved technology solutions and measure their effectiveness after deployment.
• Identify opportunities to automate manual processes and improve self-service capabilities.
• Continuously evaluate the technology stack to ensure it remains aligned with business and customer needs.

Qualifications & Skills:

• Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area.

• 4+ years’ experience managing IT projects and implementing Salesforce technical
• solutions in a contact center environment with at least 100 seats.
• Salesforce Certified Administrator and/or Salesforce Certified Technical Architect.
• Experience in contact center solution design, architecture, and implementation.
• Expertise in technical planning, design, configuration, implementation, operations, modifications, and maintenance of all contact center technologies
• Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, survey and associated tools.
• Experience evaluating emerging contact center technologies, presenting recommendations to leadership, and implementing chosen technologies.
• Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.
• Certified CRM consultant with multiple CRM contact center implementations and strong knowledge of CRM functionality and configuration capabilities.
• Ability to provide systems integration expertise, develop code and document associated regression, use case, and unit testing scenarios, develop detailed deployment steps and packages, and support technical deployments and training.
• Experience facilitating work sessions with business users to understand business processes and requirements.
• Ability to define and monitor compliance with applicable HUD/FHA security, quality, and development requirements.

Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.