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Manager Contact Center Technology Jobs (NOW HIRING)

Thrivent Financial

Manage contact center budget, ensuring efficient resource allocation and cost control. * Stay abreast of industry best practices, emerging technologies, and regulatory changes relevant to contact ...

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Manager Contact Center Technology information

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$21.5K

$65.6K

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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.

Contact Center Systems Analyst

Adelphi, MD • On-site

Applied Technology Services
See more jobs at Applied Technology Servicesexternal

Full-time

Posted 8 days ago

Key responsibilities

  • Administer, configure, support, and improve cloud-based contact center technologies, primarily Five9.

  • Support daily platform operations, system configuration, incident resolution, and system enhancements.

  • Collaborate with various teams to maintain reliable contact center services, troubleshoot issues, and support system testing and documentation.

Job description

At Applied Technology Services (ATS), we believe that great technology solutions start with great people. As a full-service IT systems integrator and trusted partner to government and education clients for over 20 years, ATS delivers impactful solutions across Enterprise Modernization, Infrastructure Services, End User Computing, Workforce Optimization, Cybersecurity, and IT Staffing.

Joining ATS means being part of a team that values innovation, collaboration, and purpose-driven work. Our integrated approach—aligning talent with technology delivery—ensures that every team member plays a direct role in driving meaningful outcomes for our clients. With a strong commitment to excellence, diversity as a certified Women-Owned Small Business (WOSB), and a growing presence across the Mid-Atlantic region, ATS offers an environment where your skills can make a real difference and your career can thrive.


Contact Center Systems Analyst

Applied Technology Services (ATS) is seeking a qualified Contact Center Systems Analyst to administer, configure, support, and continuously improve cloud-based contact center technologies. Five9 will serve as the primary contact center platform.

The Contact Center Systems Analyst will support daily platform operations, system configuration, production users, testing, documentation, incident resolution, and approved system enhancements. This position will collaborate with Salesforce, CRM, IT, Service Center, vendor, and business teams to maintain reliable voice, SMS, dialer, Interactive Voice Response (IVR), routing, and digital contact center services.

The ideal candidate is an analytical, customer-focused problem solver with hands-on cloud contact center administration experience and a demonstrated ability to improve operational efficiency, troubleshoot production issues, and support technical and nontechnical users.

Duties and ResponsibilitiesPlatform Administration and Configuration
  • Administer, configure, and maintain Five9 and related cloud-based contact center technologies.
  • Support inbound and outbound calling, SMS, voicemail, dialer, IVR, and digital interaction workflows.
  • Configure and maintain users, permissions, skills, agent groups, campaigns, dispositions, queues, routing profiles, and related platform settings.
  • Implement approved updates to call flows, IVR menus, routing rules, campaigns, contact lists, and dialer configurations.
  • Conduct routine audits of platform configurations, user access, permissions, and system settings.
  • Support integrations between Five9, Salesforce, CRM platforms, and other enterprise systems.
  • Maintain accurate configuration inventories and platform records.
Operational Support and Incident Management
  • Serve as an escalation point for contact center issues that cannot be resolved by Tier 1 support teams.
  • Troubleshoot platform, configuration, call-routing, integration, workflow, and user-access issues.
  • Monitor system performance, service availability, and operational workflows to identify potential issues.
  • Coordinate with internal IT teams, business stakeholders, and technology vendors to investigate and resolve incidents.
  • Open, manage, document, and track vendor support cases through resolution.
  • Analyze recurring incidents and recommend corrective actions and process improvements.
  • Communicate incident status, business impact, resolutions, and follow-up actions to affected stakeholders.
Testing, Change Management, and Release Support
  • Support the implementation of contact center system enhancements, configuration changes, and platform updates.
  • Develop and execute unit, regression, integration, and User Acceptance Testing (UAT).
  • Validate proposed changes in sandbox, testing, or other lower environments before production deployment.
  • Document test plans, test cases, test results, defects, and deployment validation activities.
  • Support production releases and perform post-deployment validation.
  • Maintain change-management records, release documentation, and implementation procedures.
Documentation and Knowledge Management
  • Develop and maintain technical and operational documentation for contact center platforms.
  • Create knowledge articles, configuration guides, support procedures, troubleshooting guides, and process documentation.
  • Document call flows, IVR configurations, routing logic, campaigns, integrations, and business workflows.
  • Maintain current system configuration and access-control documentation.
  • Support audit, compliance, governance, and operational reporting requirements.
Business and User Support
  • Partner with business stakeholders to understand operational needs and translate approved requirements into platform configurations.
  • Support user onboarding, offboarding, role assignments, permission requests, and access-management activities.
  • Assist with contact center reporting, operational analysis, and performance-monitoring requests.
  • Provide technical guidance and training to contact center supervisors, administrators, agents, and business users.
  • Communicate platform capabilities, limitations, procedures, and recommended solutions to technical and nontechnical audiences.
Continuous Improvement
  • Identify opportunities to improve contact center workflows, reduce manual effort, strengthen service reliability, and increase operational efficiency.
  • Recommend practical platform enhancements based on incident trends, user feedback, and operational requirements.
  • Assist with approved automation, modernization, and process-improvement initiatives.
  • Evaluate relevant platform updates, new features, and vendor releases.
  • Participate in contact center technology projects and other related initiatives as assigned.
Minimum Qualifications
  • At least three years of professional experience supporting or administering contact center technologies.
  • Hands-on experience configuring and maintaining a cloud-based contact center platform such as Five9, NICE CXone, Genesys Cloud, Amazon Connect, or a comparable solution.
  • Experience supporting production users and business-critical contact center operations.
  • Working knowledge of contact center operations, queue management, skills-based routing, call flows, campaigns, and dialer concepts.
  • Experience supporting voice, SMS, IVR, voicemail, and digital interaction workflows.
  • Experience with system testing, troubleshooting, incident management, change management, and production deployment support.
  • Familiarity with Salesforce or another Customer Relationship Management (CRM) platform.
  • Experience creating and maintaining technical documentation, test plans, support procedures, and knowledge articles.
  • Strong analytical, troubleshooting, organizational, and problem-solving skills.
  • Ability to manage multiple assignments, incidents, and support requests simultaneously.
  • Strong written and verbal communication skills.
  • Ability to work independently and collaborate effectively across technical, vendor, and business teams.
  • Strong customer-service orientation and attention to detail.
Preferred Qualifications
  • Direct experience administering and configuring Five9.
  • Experience supporting Five9 integrations with Salesforce or other CRM platforms.
  • Experience configuring SMS, dialer, IVR, call-routing, queue, campaign, and agent workflows.
  • Experience managing vendor escalations and cloud-platform support cases.
  • Experience working in higher education, customer service, or an enterprise contact center environment.
  • Knowledge of IT service management, release management, access management, and system-governance practices.
  • Five9, Salesforce, ITIL, or other relevant contact center technology certifications.
Education
  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline is preferred.
  • An equivalent combination of relevant professional experience, education, technical training, and certifications will be considered