Manager, Contact Center Technology

Upgrade

  • Phoenix, AZ
  • Permanent
  • Full-time
  • 1 month ago
Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.What you'll do:
  • Lead and manage a team of specialized Genesys Cloud CCaaS Engineers and generalized Business Systems Analysts responsible for several systems/tools integral to our Business Operations, including our Genesys Cloud contact center platform, in our fast-paced fintech environment
  • Enable and support our responsibilities in outbound customer communications by leading our Outbound Program Manager, who is responsible for the strategic initiatives related to our outbound communications program across voice, email, and SMS channels - this includes ensuring the soundness and scalability of the Genesys platform dependencies on advancing this program.
  • Drive strategic planning and execution of contact center technology initiatives, ensuring alignment with business objectives and regulatory compliance requirements specific to financial services
  • Serve as the escalation point and decision-maker for complex technical issues related to Genesys Cloud and other systems in our responsibility.
  • Oversee vendor relationships and contract management for critical operational systems, including Genesys Cloud and third-party integrations, ensuring SLA compliance and cost optimization
  • Champion operational excellence by establishing and maintaining best practices, documentation standards, and change management processes across all contact center technologies
  • Collaborate with cross-functional teams including Product, Engineering, Compliance, and Risk Management to ensure seamless integration of contact center operations with core fintech platforms and regulatory requirements
  • Manage budget planning and resource allocation for contact center technology stack, including licensing, infrastructure costs, team staffing, and team development initiatives
  • Lead incident response and business continuity planning for contact center technology operations, ensuring minimal disruption to customer service and regulatory compliance
  • Drive data-driven decisionmaking by collaborating with our Operations Analytics team in establishing KPIs, reporting frameworks, and analytical insights to measure operational performance and identify improvement opportunities
  • Mentor and develop team members, fostering a culture of continuous learning and technical excellence while maintaining high standards for customer service delivery
What We Look For:
  • 5+ years of management experience leading technical operations teams, preferably in contact center or customer service environments
  • 3+ years of hands-on experience with Genesys Cloud platform ownership, administration, and configuration. This role requires Genesys Cloud specifically; other Genesys products or legacy on-prem technologies are not relevant towards this role
  • Strong understanding of financial services industry regulations, compliance requirements, and security standards (PCI DSS, SOX, etc.)
  • Experience in financial services, banking, or fintech industry for a direct employer required
  • Experience in additional cloud contact center platforms, digital communication gateways, and contact center AI technologies is preferred
  • Experience with CRM integrations is preferred (Salesforce, HubSpot, custom CRM platforms)
  • Familiarity with workforce management tools (Genesys WFM, Verint, NICE)
  • Understanding of API management and system integrations
  • Understanding of cloud infrastructure (AWS, Azure, GCP)
  • Understanding of identity and access management systems (Okta, Active Directory)
  • Administration experience in key productivity tools such as Jira, Confluence, Opsgenie, Tableau, SQL, Python, Google Workspace
  • Proven experience managing complex vendor relationships and contract negotiations for enterprise software solutions
  • Expertise in project management methodologies (Agile, Scrum, Waterfall) with demonstrated ability to deliver large-scale technical initiatives on time and within budget
  • Strong financial acumen with experience in budget management, cost analysis, and ROI measurement for technology investments
  • Excellent communication and presentation skills with ability to present to C-level or senior executives, as well as translate technical concepts for non-technical stakeholders
  • Excellent leadership skills to manage and guide a diverse array of employees who span technical skillset, business acumen, career level, and tenure, to success in their individual roles and as a collaborative team.
  • Experience with change management processes and ability to drive organizational transformation in fast-paced environments
  • Strong analytical and problem-solving skills with experience using data to drive operational improvements
  • Ability to work effectively under pressure while maintaining attention to detail and quality standards
What We Offer You:
  • Competitive salary and stock option plan
  • 100% paid coverage of medical, dental and vision insurance
  • Flexible PTO
  • Competitive 401(k) and RRSP program
  • Opportunities for professional growth and development
  • Paid parental leave
  • Health & wellness initiatives
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.

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