Senior Manager, Customer Experience Technology

Navan

Austin, TX, United States
On-site
Contact center platforms
Aws connect, genesys, salesforce
Agile and devops workflows
Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth

Job Summary

  • Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth.
  • Drive the development, implementation, and maintenance of scalable, secure contact center platforms (ACD, IVR, Routing).
  • Use data analytics to identify friction points in the customer journey and implement automated or technical solutions to resolve them.

Matching Summary

Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth.

Skills & Requirements

Must-have

  • Contact Center Platforms
  • AWS Connect, Genesys, Salesforce
  • Agile and DevOps workflows
  • Data analytics for optimization
  • Disaster recovery and business continuity

Nice-to-have

  • Modernizing CX stacks
  • High-growth, ship-fast environment
  • Bridge technical and business speak

Key Requirements

  • 7+ years in Business Technology or IT
  • 3+ years leadership in contact center tech
  • Expertise in modern contact center suites
  • Proficiency in Agile and DevOps

Work Rights

Not specified

Tailored Resume

Cover Letter