Contact Center Technology Manager

Pay Range: $101,200-$126,500

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

The MXC Contact Center Technology Manager is responsible for ensuring the Member Experience Center's (MXC) success, leading the technology roadmap by identifying, designing, and implementing innovative solutions that consistently deliver best-in-class contact center experiences. This position will craft and execute a forward-thinking technology roadmap that aligns with the organization's strategic priorities, driving efficiencies, and fostering data-driven insights.

This role also entails overseeing key vendor relationships, managing cross-functional collaboration, and developing a high performing team focused on technology, process improvement, and data optimization. This manager will excel in change management, risk mitigation, and be proactive in identifying trends that can transform MXC’s capabilities and elevate the member and employee experiences as the owner of effective contact center technology for the MXC and Credit Union of Colorado’s internal departments.

Essential Duties and Responsibilities

• Champions and drives the MXC technology, systems, and data efforts with a primary focus on delivering an exceptional member and employee experience.

• Delivers future focused roadmaps and strategic conversations that result in well-received and valued changes for members, employees, and the organization.

• Identifies and implements AI-driven solutions to optimize operational processes and automation, driving increased efficiency and effectiveness.

• Continuously explores emerging technologies and trends in contact center solutions, identifying opportunities for future-focused advancements that enhance member employee experiences.

• Proactively introduces and oversees new functionality related to MXC technology to meet/exceed member and employee service expectations.

• Leads change management initiatives within the MXC, ensuring smooth adoption of new technologies and processes by communicating benefits, providing training, and addressing questions.

• Uses MXC data to tell a story or support a change related to the business.

• Executes a strategic approach regarding the MXC technology roadmap that aligns with the future of the organization.

• Develops predictive analytics strategies to identify trends, potential pain point, and opportunities, enhancing proactive decision-making.

• Manages the risk, security, regulations, and compliance requirements related to technology and data within the MXC and across the organization.

• Leads a MXC technology team responsible for daily system administration, technology improvements, processes, analytics, forecasting, and reporting for the department.

• Manages the vendor relationships and product ownership related to MXC technology and systems maximizing the ROI.

• Empowers supervisors and frontline employees with real-time data to meet department metrics/SLAs while evaluating future opportunities for enhancements.

• Foster cross-functional collaboration with IT, Strategic Operations, Digital Services, and Data and Analytics consistently.

• Provides guidance and recommendations to the MXC Director to ensure current and future oriented contact center design principles are implemented.

• Stays current regarding contact center industry best practices and future trends related to data and technology by participating in professional development opportunities such as webinars or conferences.

• Makes recommendations to change policies, processes, or systems based on operational team and business metrics.

• Directs staff, including the MXC Operations Analyst, in the monitoring and reporting related to contact center operations to ensure internal quality service.

• Provides timely guidance, mentorship, and performance coaching to direct reports, fostering their professional growth, enhancing skill sets, and ensuring they consistently meet or exceed performance targets in alignment with succession planning.

• Establishes and tracks key performance indicators (KPIs) for technology driven initiatives, ensuring measurable impact on member satisfaction, operational efficiency, and team/organizational performance.

• Demonstrates effective presentation skills.

• Leads department initiatives and participates in organizational projects as a subject matter expert.

• Uses a DEI lens as part of the work efforts that impact technology, analytics, and data for the department.

• Builds and maintains strong interpersonal relationships with peers in the organization to ensure effective communication standards are established and service expectations are met.

• Participates in community and volunteer activities including involvement in CAP.

• Other duties as requested or assigned. 

• Performs additional duties and responsibilities as assigned.

Requirements

EDUCATION AND EXPERIENCE

Requires a  Bachelor’s degree in Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant education and experience. 1 year of experience with IVA/IVR design, deployment, and reporting. 3 years of experience working with contact center platforms with multiple channels. 5 years of experience in a leadership position (Preferred experience working in a contact center leadership position). Participation in telecom/telephony projects or work efforts. Proficiency with data visualization tools and related analysis (Tableau, Excel). Experience managing vendors and cross-functional partnerships.

OTHER SKILLS AND ABILITIES

Knowledge of Contact Center operations and procedures. Use of AI and the understanding of future opportunities related to AI. Experience with Zendesk in relation to contact center operations. Knowledge of Credit Union products and services. Solid understanding of related legal and regulatory requirements. Demonstrated effective management and leadership skills to select, motivate, develop and supervise assigned personnel. Creative problem-solving skills. Must be courteous, professional and tactful, able to converse with members in a business environment. Ability to work independently or as a member of a highly productive management team. Attentive to detail and accuracy. Ability to build and maintain productive relationships within the MXC; across the organization; and with external vendors.

DIRECT REPORTS

Supervisor(s) of Member Advocates and Specialists; MXC Operations Analyst; MXC Systems Analyst; Product owner for Five9

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to remain stationary for long periods and is occasionally required to lift/move or transport up to 10 pounds. Employee will need to occasionally move about inside an office to access files, mail, office machinery, etc. and constantly operates a computer and other office equipment, such as a phone, copier/printer, etc. Will need to position self to maintain computers, including under desks and in the server closet. Employee will frequently communicate with members and co-workers and must be able to exchange accurate information in these situations. Employee will travel to visit CU location as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Competencies

Every position at Credit Union of Colorado is grounded in our organizational Core Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Core Values and Core Competencies on Atlas.

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.