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Manager Contact Center Technology Jobs (NOW HIRING)

University of Miami

Manager Contact Center

Medley, FL · On-site

The Contact Center Manager will manage, lead, and inspire contact center staff, and will support their team supervisors through mentorship, coaching and benchmarking. This role is responsible for ...

State of Virginia

DMV Contact Center Director

Richmond, VA · On-site

$122K - $140K/yr

The Director oversees Contact Center operations, technology, workforce management, performance, and employee development while working closely with DMV Executive Management, Information Technology ...

Robert Half

Contact Center Manager

Charlotte, NC · On-site

$80K - $120K/yr

Proactively evaluate AI, automation, and emerging contact center technologies to identify ... Oversee scheduling, workload distribution, staffing needs, and escalation management to ensure the ...

Inizio Partners

Project Manager

Dallas, TX · On-site

Job Title: Project Manager - Contact Center Technology Location: Dallas, TX Employment Type: Contract Experience Level: Mid-Senior Level / 7+ years preferred Job Overview: We are seeking an ...

University of Miami

NY · On-site

The incumbent leads the implementation, optimization, and governance of technology solutions ... and lifecycle management of contact center and digital engagement technologies. * Leads the ...

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Manager Contact Center Technology information

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$21.5K

$65.6K

$98K

How much do manager contact center technology jobs pay per year?

As of Sep 10, 2026, the average yearly pay for manager contact center technology in the United States is $65,640.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,000.00 and $75,000.00 per year, depending on experience, location, and employer.

What does a Manager Contact Center Technology do?

A Manager Contact Center Technology oversees the technology systems and tools used in a contact center, such as telephony, customer relationship management (CRM) software, and workforce management solutions. They ensure that all platforms are running smoothly, implement new technologies to improve customer experience, and coordinate with IT and operations teams. Additionally, they analyze performance metrics, troubleshoot technical issues, and manage vendor relationships to support the contact center's goals.

How does a Manager Contact Center Technology typically collaborate with cross-functional teams to implement new solutions?

A Manager Contact Center Technology often works closely with IT, operations, and customer service teams to ensure that new systems and technologies align with business goals and customer needs. Collaboration involves gathering requirements, overseeing pilot testing, coordinating training, and providing ongoing support. Regular communication and joint planning sessions are common, ensuring all departments are aligned and that technology implementations are successful and minimally disruptive. This cross-functional approach helps foster innovation while maintaining operational efficiency.

What are the key skills and qualifications needed to thrive as a Manager Contact Center Technology, and why are they important?

To thrive as a Manager Contact Center Technology, you need in-depth knowledge of contact center operations, telephony systems, and a background in IT or computer science, often supported by a relevant bachelor's degree. Familiarity with platforms such as Cisco, Avaya, Genesys, and CRM systems, along with certifications like ITIL or PMP, is typically required. Strong leadership, problem-solving abilities, and effective communication are crucial soft skills that set top performers apart. These skills ensure seamless technology integration, efficient team management, and high-quality customer service delivery in a dynamic environment.

What is the difference between Manager Contact Center Technology vs Contact Center Supervisor?

AspectManager Contact Center TechnologyContact Center Supervisor
ResponsibilitiesOversees contact center technology systems, implements new tools, manages technical teamsSupervises daily contact center operations, manages agents, ensures service quality
Required SkillsTechnical knowledge of contact center software, project management, leadershipCustomer service skills, team management, communication
CertificationsIT or technical certifications, management trainingCustomer service or team leadership certifications
Work EnvironmentOffice-based, IT departments, technical teamsCall center environment, direct agent supervision

The main difference is that the Manager Contact Center Technology focuses on managing the technical systems and infrastructure of the contact center, while the Contact Center Supervisor handles daily operations and team supervision. Both roles require strong communication skills, but the manager's role is more technical and strategic, whereas the supervisor is more operational and customer-focused.

What cities are hiring for Manager Contact Center Technology jobs?

Cities with the most Manager Contact Center Technology job openings:

What states have the most Manager Contact Center Technology jobs?

States with the most job openings for Manager Contact Center Technology jobs include:

What are popular job titles related to Manager Contact Center Technology jobs?

For Manager Contact Center Technology jobs, the most frequently searched job titles are:

Infographic showing various Manager Contact Center Technology job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 80% Physical, 2% Hybrid, and 18% Remote job distribution, with an average salary of $65,640 per year, or $31.6 per hour.

Director, Contact Center Technology

Fort Lauderdale, FL • On-site

Socket.dev
Network Security • 1 - 10 employees
Learn more about Socket.devexternal

Other

Posted 3 days ago

New

Job description

Job Title:Director, Contact Center Technology

Position Summary:

The Director, Contact Center Technology is responsible for defining and executing the technology strategy that enables a modern, scalable, and customer-centric contact center environment. This role provides strategic leadership for contact center platforms, architecture, integrations, automation, analytics, and operational technology capabilities that support exceptional customer and employee experiences.

The Director partners closely with Customer Experience, Operations, IT, Digital, Security, Data & Analytics, and business stakeholders to drive innovation, improve service delivery, optimize technology investments, and ensure the contact center ecosystem aligns with enterprise objectives.

Essential Duties and Responsibilities:

Technology Strategy & Leadership

  • Develop and execute a multi-year contact center technology roadmap aligned with business goals, customer experience objectives, and operational priorities.
  • Lead the evaluation, selection, implementation, and optimization of contact center platforms and supporting technologies.
  • Define enterprise architecture standards, governance models, and technology best practices for contact center solutions.
  • Stay current on emerging technologies, including artificial intelligence, automation, conversational AI, workforce optimization, analytics, and digital engagement channels.
  • Build strong relationships with executive stakeholders and communicate technology strategy, opportunities, risks, and investments.

Contact Center Platform Management

  • Own the strategy and lifecycle management of contact center platforms, including cloud-based and hybrid environments.
  • Lead platform modernization initiatives, migrations, upgrades, and continuous improvement programs.
  • Oversee capabilities such as:
    • Omnichannel customer engagement
    • Voice and digital routing
    • Interactive voice response (IVR)
    • Chatbots and virtual assistants
    • Customer relationship management (CRM) integrations
    • Workforce engagement and quality management
    • Reporting, analytics, and performance management
  • Ensure platforms deliver reliability, scalability, security, and measurable business value.

Innovation & Automation

  • Identify opportunities to leverage AI, automation, and emerging technologies to improve customer experiences and operational efficiency.
  • Partner with business teams to design intelligent automation solutions that reduce customer effort and improve agent effectiveness.
  • Establish a framework for evaluating and prioritizing technology innovation initiatives.
  • Promote experimentation and adoption of next-generation customer engagement capabilities.

Architecture, Integration & Delivery

  • Provide technical leadership for complex contact center implementations and integrations.
  • Oversee integrations between contact center platforms and enterprise systems, including CRM, identity management, data platforms, and business applications.
  • Ensure solutions meet enterprise security, compliance, availability, and performance requirements.
  • Partner with engineering and delivery teams to manage implementation plans, roadmaps, and release strategies.

Operational Excellence & Governance

  • Establish governance processes for platform changes, enhancements, vendor management, and technology standards.
  • Define and monitor key performance indicators related to platform performance, adoption, reliability, and customer experience outcomes.
  • Drive continuous improvement initiatives based on operational insights, analytics, and stakeholder feedback.
  • Manage technology risks, dependencies, budgets, and resource planning.

Vendor & Financial Management

  • Manage strategic relationships with contact center technology vendors and implementation partners.
  • Evaluate vendor capabilities, contracts, service levels, and product roadmaps.
  • Develop and manage annual technology budgets, investment plans, and business cases.
  • Ensure technology investments deliver measurable value and return on investment.
Education and Experience:
  • Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field; or equivalent professional experience.
  • 8+ years of experience leading contact center technology, customer experience platforms, or enterprise application solutions.
  • 5+ years of experience managing large-scale contact center technology implementations or transformations.
  • Proven experience with cloud contact center platforms and enterprise integrations.
  • Strong understanding of contact center operations, customer journey design, and digital engagement technologies.
  • Demonstrated experience leading cross-functional teams and influencing senior executives.
  • Experience managing technology vendors, contracts, and strategic partnerships.
  • Strong knowledge of security, compliance, architecture, and technology governance practices.

Preferred Qualifications

  • Experience with artificial intelligence, machine learning, automation, or conversational AI solutions.
  • Experience with platforms such as Genesys, NICE, Cisco, Amazon Web Services, or similar contact center ecosystems.
  • Experience leading enterprise-wide contact center modernization programs.
  • Knowledge of CRM platforms, customer data platforms, analytics, and workforce optimization solutions.
  • Experience in Agile delivery environments and technology product management practices.

Core Competencies

  • Strategic technology leadership
  • Customer experience transformation
  • Enterprise architecture
  • Digital and AI innovation
  • Executive communication
  • Vendor management
  • Financial planning and budgetingChange leadership
  • Problem solving and decision-making
  • Cross-functional collaboration

Success Measures

Success in this role will be measured by:

  • Improved customer and agent experiences
  • Increased platform reliability and operational efficiency
  • Successful delivery of technology transformation initiatives
  • Increased automation and self-service adoption
  • Effective governance and optimization of technology investments
  • Strong stakeholder satisfaction and alignment
Qualifications About Us

Convey Health Solutions, together with Pareto Intelligence™ delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post--Affordable Care Act environment.

As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle--from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans--especially seniors and vulnerable populations.

Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most.

Learn more at http://www.ConveyHealthSolutions.com

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