Contact Center Technology Manager

Wisconsin Physicians Service Insurance Corp • Grove City, OH • 3w ago

Description
Role Snapshot
Our Contact Center Technology Manager is responsible for developing and executing the strategy, implementation, and maintenance of the organization's Contact Center Technology platforms, including on-premises and cloud environments. This role ensures secure, reliable, and scalable telecommunications system operations, aligning with WPS business objectives while mitigating risks related to security, performance, compliance, and vendor dependencies. They will help support operations staff and oversee third-party vendor relations, resources, and performance including SLA compliance and contractual enforcement.
Salary Range
$120,000 ~ $145,000
The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.
Work Location
Our first consideration will be to have this new employee live in the state of Wisconsin to take advantage of Hybrid work and collaboration. Employees living within 45 miles of our WPS Headquarters (1717 W. Broadway in Madison, WI) will be expected to be able to be able to work Hybrid 3 days a week on a regular basis.
**As a secondary consideration, we do offer remote work in the following approved states:
Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin
How do I know this opportunity is right for me? If you:
Can manage the operation, maintenance, and improvement/modernization of Contact Center technology platforms including premises-based systems, cloud telecommunication services, cloud environments, servers, network, storage systems, carrier services, and connectivity to third party systems (i.e, NICE, Qualtrics, MicroAutomation).
Enjoy leading the development and execution of Contact Center Technology services hosting strategy and management.
Have overseen telecommunication related data services including databases, backup and recovery, replication, and disaster recovery strategies.
Like to manage relationships with premises-based and hosting vendors, cloud service providers, carrier service providers, and hardware/software suppliers related to telecommunication systems.
Can ensure the reliability, performance, and availability of hosting environments in accordance with SLAs.
Enjoy collaborating with IT security teams to ensure enforcement of security policies and protection from threats for both premises-based and hosting and data environments.
Want to be accountable for business and application development stakeholder management related to Contact Center Technologies.
Can oversee the management of security, audit, and compliance requirements fulfillment.
Would like to establish and track key performance indicators (KPIs), ensuring transparency in operational health and system performance.
Have ensured compliance with regulatory requirements and internal IT governance frameworks.
Like to drive automation and infrastructure-as-code practices to increase efficiency and reduce operational risk.
Have led and mentored Contact Center Technology team, and can foster collaboration, accountability, and continuous improvement.
Can support career development, performance feedback, and drive capacity planning and management.
Minimum Qualifications
US. Citizenship is required for this position due to Department of Defense restrictions.
Bachelor's degree in computer science, Information Systems or related field; or equivalent combination of education and work experience.
7 or more years of experience in Contact Center Technology/telecommunication system operations
3 or more years leading telecommunications and carrier vendor management or IT operations.
Strong understanding of IT service management and vendor governance frameworks.
Familiarity with ITIL practices, change management, and

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