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Contact Center Technology Jobs (NOW HIRING)

Pwc

Contact Center Transformation - Manager

Dallas, TX

$99K - $232K/yr

Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences.

Pwc

Contact Center Transformation - Manager

Chicago, IL · On-site

$99K - $232K/yr

Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences.

Rfcu

Director/Contact Center

Rockland, MA · On-site

$115K - $130K/yr

Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance ... Ensure Contact Center policies, procedures, security practices, and regulatory requirements are ...

Arise Financial

Director/Contact Center

Rockland, MA · On-site

$115K - $130K/yr

Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance ... Ensure Contact Center policies, procedures, security practices, and regulatory requirements are ...

Avahi

Contact Center CX Consultant

This role sits at the intersection of customer experience strategy and contact center technology. You will lead customer discovery engagements, map existing contact center operations, design target ...

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Contact Center Technology information

What are the key skills and qualifications needed to thrive in Contact Center Technology?

To excel in Contact Center Technology, you need strong expertise in telephony systems, networking, and customer support platforms, often supported by a degree in information technology or a related field. Familiarity with tools such as Cisco, Avaya, Genesys, cloud-based contact center solutions, and certifications like CCNA or AWS are typically required. Excellent problem-solving, communication, and teamwork skills help professionals respond effectively to issues and collaborate with both technical and non-technical stakeholders. These competencies ensure reliable system performance, high-quality customer interactions, and efficient resolution of technical challenges in a contact center environment.

What are some common challenges faced by professionals working in Contact Center Technology roles?

Professionals in Contact Center Technology often face challenges such as integrating new software solutions with legacy systems, ensuring high system uptime, and maintaining robust data security. Adapting to rapidly evolving customer service technologies and supporting large-scale deployments can also be demanding. Collaboration with cross-functional teams—including IT, operations, and customer service—is crucial to address technical issues quickly and implement process improvements that enhance the customer experience.

What is the difference between Contact Center Technology vs Customer Service Representative?

AspectContact Center TechnologyCustomer Service Representative
Primary RoleImplementing, managing, and supporting contact center software and systemsAssisting customers directly via calls, emails, or chats
Required SkillsTechnical knowledge of contact center platforms, troubleshooting, system configurationCommunication skills, problem-solving, product knowledge
Work EnvironmentIT departments, technical support teams, contact centersCustomer service departments, call centers
CertificationsIT certifications, contact center platform trainingCustomer service certifications, soft skills training

While Contact Center Technology focuses on managing and supporting contact center systems, Customer Service Representatives interact directly with customers to resolve issues. Both roles are essential in the contact center industry but differ in responsibilities and skill sets.

Is contact center technology a good career?

Contact center technology involves managing and supporting communication systems used in customer service environments, such as call routing, IVR, and CRM integration. It offers opportunities for technical skills development, certifications, and roles in customer support, IT, or systems administration. The career can be stable and growing as businesses increasingly rely on digital communication channels.

What does a contact center technology do?

A contact center technology professional manages and implements systems that enable customer interactions through channels like phone, email, chat, and social media. They configure, maintain, and troubleshoot software such as automatic call distributors (ACD), customer relationship management (CRM) tools, and omnichannel platforms to ensure efficient communication and service delivery.

What is contact center technology?

Contact center technology refers to the software and hardware systems used by customer service agents to manage and handle customer interactions across multiple channels such as phone, email, chat, and social media. It includes tools like automatic call distributors (ACD), customer relationship management (CRM) systems, and interactive voice response (IVR) systems. These technologies help improve efficiency, streamline communication, and enhance customer experience for contact center roles.
More about Contact Center Technology jobs

What are popular job titles for Contact Center Technology?

Popular job titles for Contact Center Technology:

Infographic showing various Contact Center Technology job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 1% As Needed, 79% Full Time, 16% Part Time, and 3% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution.

Contact Center Transformation - Manager

Dallas, TX

Pwc
Finance and Insurance • 10K+ employees
Learn more about Pwcexternal

$99K - $232K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 16 days ago

PwC rating

8.3

Company rating: 8.3 out of 10

Based on 77 frontline employees who took The Breakroom Quiz

Job description

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Manager

Job Description & Summary

The Opportunity
As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs.
As a Manager, you will guide and develop teams, fostering leadership and strategic planning skills. You will be accountable for managing client service accounts, mentoring junior staff, and confirming project success through strategic execution. Your ability to inspire and motivate others will be crucial in delivering quality outcomes and identifying opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, embracing technology and innovation to enhance delivery and encourage others to do the same.
In this role, you will have the opportunity to work within our Contact Centre Technology sector, driving transformation and innovation in client support. Your contributions will be pivotal in shaping the future of client interactions, making a significant impact within the PwC Acceleration Center.
Responsibilities
- Leading contact center transformation initiatives and managing client expectations
- Guiding teams in the strategic planning and execution of user interaction engineering projects
- Utilizing AngularJS, React, and Vue.js frameworks to enhance user interface design and development
- Conducting discovery sessions to gather functional requirements and create mock-ups
- Developing and customizing product designs to improve customer experience and service excellence
- Promoting digital accessibility and human-centered design principles across projects
- Building and maintaining relationships with stakeholders to identify and address user experience challenges
- Overseeing usability testing and user research to inform design decisions and optimize workflow development
- Validating data integrity and compliance within user interface frameworks
- Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions
What You Must Have
- At least a Bachelor's degree
- At least 5 years of experience
What Sets You Apart
- Utilizing AngularJS and React for dynamic UI development
- Designing user interfaces with Figma and HTML5
- Conducting usability testing and user experience research
- Developing customer experience strategies and insights
- Embracing change and fostering innovation in projects
- Mentoring teams in human-centered design principles
- Analyzing industry trends to enhance service excellence

Travel Requirements

Up to 80%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glanceAs PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.Learn more about how we work: https://pwc.to/how-we-workFor only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

What PwC employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About pwc

Sourced by ZipRecruiter

We know that the future success of our firm is contingent on equitable experiences for our people. From recruitment to partnership, we’re working hard to give every person an equitable opportunity to grow and to thrive as part of our community of solvers. We understand that establishing and maintaining a fair, equitable and welcoming environment for all people requires building a culture of belonging: a shift from awareness to empathy — while demonstrating inclusive leadership that cultivates trust among our people and our clients. PwC is committed to advancing diversity, equity and inclusion (DEI) through an evidence-based strategy designed to achieve well-defined and meaningful aspirational goals. Our aim is to solve problems for the long term, as that is how we build trust and continue to build on our culture of belonging. At the core of this endeavor are stated goals and a series of linked programs enabling targeted interventions at key moments in our employees’ career trajectories.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

London, London, UK

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