The manager of Contact Center Technologies is responsible for leading Guardian contact center initiatives across all lines of business. Also, the manager is responsible for technical leadership in researching, designing, developing, implementing and managing contact center technologies.  This person will work closely with Guardian business units in determining requirements for contact centers and lead solutions development to take advantage of leading edge technologies.

The position requires extensive experience in contact center operations, contact center technologies and contact center strategies.  The candidate must also possess experience in software development, deployment and maintenance.  Management of cross-functional teams as well as departments is required.

This position will add business value by delivering contact center solutions, through a team of technology professionals, which efficiently use our current environment and take advantage of new technologies to build highly utilized and effective applications.  This individual will develop an enterprise strategy to ensure a consistent and cost effective means of servicing our sales force and customer base.  By coordinating projects across the enterprise, the Contact Center Technologies Manager will leverage shared platforms and solutions to reduce costs of implementation and support as well as enhance the customer experience with Guardian by presenting a consistent “look and feel” to customer interactions.

• Provides leadership and unique insight in the analysis of customer business requirements that may cross multiple functional areas and/or multiple technical platforms, and have broad strategic implications of Guardian
• Generally can work independently with periodic reviews with management
• May initiate strategic projects that will add significant value to the business
• Communicates openly and effectively with IT associates and business users
• Drives a unified contact center strategy for Guardian across business units
• Ensures well-engineered solutions and compliance with internal Guardian development procedures and processes
• Lead and manage strategy for Guardian Contact Centers while assisting the business groups in meeting their technology needs
• Ensure the project scope is adequately defined and project executed to address scope/objectives of project
• Works closely with project sponsors (business & IT) to ensure requirements are complete, accurate and measurable
• Provides leadership using methodology standards that are aligned with the policies and procedures of Guardian
• Integrates activities with other Guardian departments (as appropriate 
• , e.g, IT, Profit Center) to ensure successful implementation & support of project efforts
• Manage departmental budget/actuals
• Ensures that project approach deploys adequate quality assurance techniques in accordance with Guardian standards
• Monitors & communicates resource utilization (including negotiating resource contention)
• Institutes effective project related internal and external communication
• Escalates and resolves issues via proper communication channels
• Timely identifies, tracks, manages and resolves project issues and risks

• This position requires a Bachelor’s degree or equivalent experience. 
•  Minimum of 10 years of technology leadership experience.
• Minimum of 3 years of contact center technology experience.
• Minimum of 7 years of project management on IT projects
• Background in telecommunications and/or software development
• Perform product evaluations on third party products for contact center applications
• Contribute to setting development standards.
• Guide the projects in the integration of available architecture components into their application architectures
• Evaluate projects to assess the priority and fit into the overall Guardian contact center strategy
• Strong ability to work with both functional and technical team members
• Provide guidance and leadership to other members of team
• Demonstrated ability to learn new technologies
• Ability to articulate business value of technology solution.
•  Experience in VoiP technologies would be a plus
• PMP certification a plus