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Job Title: Manager, Call Center Technology
Location: Remote (Fort Lauderdale area preferred, not required)
Job Type: Contract to Hire
Overview
Our client is seeking a Manager, Contact Center Technology to lead the design, implementation, and optimization of tools that power its customer contact center. Reporting to the Head of Cloud Engineering, this role combines hands-on technical leadership with strategic direction to ensure that call center technology enhances both customer and agent experiences.
This position requires hands-on expertise with Twilio Flex, along with experience managing multi-channel communication platforms such as SMS, chat, and voice. You’ll work cross-functionally with Operations, Product, Engineering, Cybersecurity, Compliance, Payroll, and Customer Service teams to deliver scalable and innovative call center solutions.
Key Responsibilities
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Lead and mentor a team of Engineers and Analysts supporting call center technology platforms.
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Define and execute the strategic roadmap for scalable, reliable, and innovative contact center tools.
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Provide hands-on development, configuration, and management of Twilio Flex, Verint Workforce Management (WFM), and browser-based applications.
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Develop and maintain scripts, APIs, and automations (Node.js, Bash) to optimize workflows and reporting.
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Troubleshoot and resolve technical issues across the contact center stack.
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Integrate call center technologies with CRM, analytics, and back-office systems.
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Oversee multi-channel communications (voice, chat, SMS, digital messaging).
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Partner cross-functionally to enhance operations, scheduling, and compliance.
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Use Verint WFM for forecasting, scheduling, and adherence tracking.
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Explore and pilot new automation and AI-driven capabilities to improve agent productivity and customer experience.
Minimum Qualifications
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Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field; or equivalent work experience.
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5+ years experience with contact center or customer experience technology, including 2+ years in a leadership or managerial role.
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Hands-on experience with Twilio Flex is required.
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Proven success implementing and optimizing cloud-based contact center platforms (e.g., Twilio Flex, Amazon Connect, Genesys).
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Strong understanding of multi-channel communications (SMS, voice, chat).
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Experience scripting and automating workflows using Node.js and Bash.
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Expertise in Verint Workforce Management (WFM) — forecasting, scheduling, intraday management, and reporting.
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Strong troubleshooting skills and experience collaborating with Cybersecurity, Compliance, and Payroll teams.
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Excellent written and verbal communication skills, including executive stakeholder engagement.
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Must be legally authorized to work in the U.S. (no visa sponsorship).
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Willingness to travel occasionally (up to 10%).
Preferred Qualifications
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Experience in travel, e-commerce, fintech, or other customer-centric industries.
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Knowledge of IVR design, advanced routing strategies, and customer journey orchestration.
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Familiarity with AI and automation in contact centers (chatbots, virtual agents, analytics).
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Proficiency with data visualization tools (Tableau, Looker, Power BI).
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Proven track record leading technology transformation initiatives.
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Passion for continuous improvement and emerging technologies.
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.