Manager, Customer Experience Platforms

This is a fully remote position, open to applicants in Louisiana.

📋 Description

• Oversee Customer Experience Platforms and manage the delivery of CCaaS solutions.

• Act as the main management contact for service agreements.

• Handle daily operational relationships between service delivery teams and mission clients.

• Organize resources to ensure effective service delivery and address issues following procedures and service-level standards.

• Collaborate with strategy, finance, human resources, supply chain, executives, leaders, vendors, and customers.

• Identify, design, and implement process enhancements to boost effectiveness, efficiency, performance, and customer satisfaction.

• Manage the budget for the service area and oversee CCaaS financial management.

• Assess customer feedback and develop quality enhancements in service delivery.

• Ensure system availability through best practice design, testing, disciplined promotion, and root cause analysis.

• Create and advance service roadmaps in collaboration with leaders, executives, and vendor partners.

• Lead the development of marketing toolkits, demo platform functionalities, white papers, and recommendation materials.

• Estimate workload and prioritize requests for yourself and your team.

• Minimize risk and inefficiency across people, processes, and technology.

• Identify, develop, recommend, and implement sales strategies and tactics.

• Support capture and business development efforts, including proposals, RFIs, and whitepapers.

• Manage strategic vendor partnerships, negotiate product pricing, align technology roadmaps, and identify opportunities.

• Forecast volume and labor requirements, review and approve vendor invoices, and validate monthly labor reports.

• Align projected customer demand with annual budget expectations.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, or a related discipline.

• At least five (5) years of experience with Contact Center/Service Desk Technology.

• A minimum of two (2) years of experience in people management.

• Strong analytical and organizational prowess.

• Excellent communication skills and client-facing consulting abilities.

• Proven intellectual curiosity and dedication to ongoing professional development.

• Experience with implementing conversational AI/chatbots, virtual agents, intelligent routing, KCS, RPA/agentic automation, workflow automation platforms, Agent Assist capabilities, and predictive analytics/reporting.

• Comprehensive understanding of ITSM and contact center operational metrics, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization/productivity, and AHT.

• Familiarity with Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy/Helix, Microsoft Dynamics, Salesforce Service Cloud, and multifactor authentication solutions.

• Must be eligible to obtain and maintain a Top Secret Security Clearance.

• US Citizenship is required.

🏝️ Benefits

• Comprehensive medical plan options, including those with Health Savings Accounts.

• Dental plan options available.

• Vision plan coverage.

• 401(k) plan with pre-tax and post-tax contributions and company matching.

• Flexible work weeks.

• Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave.

• Typically, 15 days of paid leave each calendar year.

• 10 paid holidays annually.

• Up to 160 hours of paid family leave within a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance coverage.

• Business travel and accident insurance.

• AI-powered career tool to identify career progression steps and learning opportunities.

• Access to an internal mobility team.

• Wellness packages available.

• Competitive salary.

• Award-winning culture of innovation.

• A military-friendly workplace.