Systems Manager

📋 Description

• Lead governance and lifecycle for CCaaS platform: onboarding, integrations, support, change mgmt.
• Collaborate across teams and vendors to deliver routing, telephony, and omnichannel initiatives.
• Translate needs into scalable program plans balancing reliability today with future extensibility and AI.
• Establish program controls: timelines, risk, dependencies, reporting, and compliance.
• Drive onboarding of new tools and integrations with clear acceptance criteria.
• Build governance guardrails to avoid single-threaded ownership and enable shared support.

🎯 Requirements

• 5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
• Hands-on experience implementing or managing modern CCaaS platforms (Genesys Cloud, NICE, CXOne, Salesforce, or similar), with routing, telephony, and omnichannel workflows
• Experience building and maintaining contact center solutions and communicating business value for change
• Demonstrated success building governance frameworks balancing agility with compliance, reliability, and scale
• Experience translating technical solutions into clear business outcomes for operational and executive audiences
• Strong program management fundamentals: risk, dependency tracking, stakeholder alignment, executive-ready reporting

🎁 Benefits

• Hybrid work policy: four days in office, Fridays remote.
• In-office perks including backup care and commuter benefit.
• Competitive salary based on experience.
• 401(k) match plus medical, dental, vision, life, and disability.
• Generous vacation policy and Chime Days.
• 1% time off to support local community organizations.