Contact Center Technology Automation Manager (Hybrid Work Schedule)

Title: Contact Center Technology Automation Manager (Hybrid Work Schedule)

State Role Title: Contact Center Technology Automation Manager

Hiring Range: $105, 756 - $135,000

Pay Band: UG

Agency: Virginia Retirement System

Location:Virginia Retirement System

Agency Website:www.varetire.org/careers

Recruitment Type: General Public - G

Job Duties

The Virginia Retirement System, an independent state agency based in Richmond, delivers retirement and other benefits to covered Virginia public sector employees through sound financial stewardship and superior customer service. VRS ranks as the 14th largest public or private pension fund in the U.S. and the 42nd largest in the world, serving more than 803,000 active and inactive members, retirees and beneficiaries. Members include public school teachers, political subdivision employees (cities, towns, special authorities and commissions), state agency employees, public college and university personnel, state police, Virginia law officers, the judiciary and approximately 836 employers.

This is a new position that will be heavily involved in the implementation of new contact center technology working closely with the VRS Information Technology department to provide seamless integration and system testing.

The Contact Center Technology Automation Manager is responsible for developing and leading a strategic technology roadmap for all contact center automation tools including designing, developing and configuring contact center solutions, managing system integrations, analyzing data and providing technical support to end users.

Reporting to the Chief Customer Relations Officer, this position will be the administrator responsible for the planning, management and integration of customizable contact center technology applications, including IVR (Interactive Voice Response), ACD (Automatic Call Distribution), call routing, agent scripting, CRM integration and reporting, workforce optimization, quality management, agent assist, interaction analytics, Chatbot, SMS and AI technologies.

Essential functions include but are not limited to:

• Designs, develops, tests and implements new contact center technologies. Develops project plans and timelines. Communicates regular updates on project status.
• Configures, tests and maintains existing contact center technology platforms to include telephony, CRM, SMS, text, email, chat, workforce management and quality management platforms as well as other contact center agent facing systems.
• Documents business requirements for each platform to ensure the applications will meet the demands of the contact center (current and future state).
• Defines, implements, and ensures adherence to contact center operational standards and best practices for Contact Center technology platforms.
• Serves as the primary point of contact for escalations and provides technical expertise, support and ongoing maintenance of contact center platforms.
• Documents configurations, processes and procedures related to platform implementations and maintenance.
• Creates and reviews SOPs and technical documents related to contact center platforms.
• Develops and maintains integrations between all contact center platforms, such as VNAV, CRM platforms, ticketing systems and workforce management tools.
• Optimizes the use of telephone systems, protocols, and best practices to improve overall operational efficiency, while ensuring solutions support business requirements and workflows.
• Actively monitors contact center systems performance metrics and implements optimizations to enhance efficiency and reliability when necessary.
• Develops the required reporting for each platform. Designs and distributes the information across the contact center and leadership team at specified intervals.
• Collaborates with contact center leadership to gather system needs and translate them into technical specifications for platform enhancements.
• Manages relationships with vendors for all Contact Center technology platforms and identifies new solutions or vendors to enhance the customer experience through automation.
• Troubleshoots to quickly identify problems related to platform performance, integrations and configurations and works with technology team SMEs to develop and implement effective resolution.
• Collaborates with agency procurement when necessary regarding system contracts, service level agreement (SLA) monitoring, and ensures compliance with agreed-upon terms and conditions. Reconciles and approves vendor invoices for payment.
• Maintains knowledge on industry trends, best practices and emerging technologies related to contact center technologies to optimize call center platform operations.
• Trains and supports contact center agents and other end users on the effective use of all platforms and their applications and features.

Minimum Qualifications

Bachelor's degree or an equivalent combination of education and experience.

Three (3) years' in Cloud Contact Center solutions integration and administration, with a preference in telephony, networking, AI and cloud-based technologies.

Two (2) years' project management experience.

Preferred Certifications and System Administration:
• Five9 Platform features and functions.
• Salesforce CRM Solution.
• Project Management (PMP).

Additional Considerations

• Ability to integrate, manage and support multiple contact center technology integrating with a strong understanding of software configuration and integration best practices.
• Knowledge of security protocols for protection of customer authentication processes.
• Experience with programming/scripting languages e.g. JavaScript, Python.
• Proficiency in all phases of systems analysis.
• Ability to troubleshoot and resolve integration issues, ensuring stability and reliability of integrated platforms.
• Exceptional communication, presentation and interpersonal skills clearly communicating ideas to a diverse business and technical audience.
• Demonstrated working experience with automation tools and cloud networks.
• Ability to work independently and as part of a team.
• Demonstrated experience with the Microsoft Office suite (Word, Excel and other Office 365 applications).
• High attention to detail.

Special Instructions

Currently, VRS' hybrid schedule is in the office on Tuesday and Wednesday and remotely on Monday, Thursday and Friday. This manager role must be able to report to and work in the office on any day of the week as requested and/or required.

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

Contact Information

Name: Human Resources

Email: careers@varetire.org

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.