Technology Manager

Pearl Interactive Network is inviting skilled Technology Managers (TMs) to Join Our Talent Community. The Technology Manager (TM) is responsible for leading the planning, implementation, and management of contact center technologies to enhance operational efficiency and customer experience. This role oversees the design, configuration, and maintenance of Salesforce solutions, IVR, chatbots, VOIP telephony, and CRM/KM tools. The Technology Manager collaborates with business stakeholders to assess emerging technologies, optimize system performance, and ensure compliance with industry regulations. Essential Duties and Responsibilities: Contact Center Technology Strategy & Implementation: - Oversee the design, architecture, and implementation of contact center solutions, ensuring alignment with business objectives. - Lead the deployment and technical management of Salesforce solutions in a contact center environment with at least 100 seats. - Evaluate emerging contact center technologies, provide recommendations to leadership, and implement chosen solutions. - Ensure integration and seamless operations of intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, KM, and other associated tools. Technical Planning & System Operations: - Develop and execute technical plans for configuration, implementation, and maintenance of contact center systems. - Oversee system modifications, performance monitoring, and troubleshooting to ensure high availability and reliability. - Leverage user-centered design methodologies to maintain a technology stack that supports evolving business needs. - Establish best practices for system security, data integrity, and regulatory compliance, including HUD/FHA security and quality requirements. CRM & Contact Center Workflow Management: - Serve as the Salesforce technical lead, managing CRM configurations, integrations, and enhancements. - Act as a Certified CRM consultant, leading multiple CRM implementations and optimizing CRM functionalities. - Design and implement contact center workflows to improve efficiency and customer interactions. - Provide systems integration expertise, develop code, and document use case testing, deployment steps, and regression testing scenarios. Stakeholder Collaboration & Training: - Facilitate work sessions with business users to understand operational needs and translate them into technical solutions. - Partner with cross-functional teams to enhance user experience, reporting capabilities, and automation processes. - Support technical deployments, create training materials, and conduct training sessions for end users. Risk Mitigation & Compliance: - Monitor compliance with applicable HUD/FHA security, quality, and development requirements. - Proactively address potential risks, system vulnerabilities, and performance issues. - Lead technical evaluations and provide recommendations for continuous process improvements. Education and/or Work Experience Requirements: - Bachelor's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related field. - 4-6 years' experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats. - Salesforce Certified Administrator and/or Salesforce Certified Technical Architect (required). - Expertise in contact center solution design, system architecture, and implementation. - Strong experience in IVR, chatbot, live chat, VOIP telephony, ACD/CTI, CRM, KM, and associated contact center tools. - Demonstrated ability to evaluate emerging technologies, lead implementations, and drive technical innovation. - Experience in user-centered design methodologies and aligning technology with business objectives. - Ability to assess technical operations, evaluate customer experience, and present data-driven recommendations for improvements. - Proficiency in developing and integrating CRM solutions, coding, documentation, regression testing, and deployment planning. - Strong collaboration skills to facilitate work sessions, understand business processes, and deliver tailored technology solutions. - Experience ensuring compliance with security, quality, and regulatory requirements, particularly HUD/FHA standards. Physical Requirements: While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus. The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Apply Job!