Genesys PureConnect Technical Operations Manager -- Remote - US

TTEC is seeking a Senior Technical Operations Manager to join the Digital Technology segment. The role will be based in the Chicago area, initially virtual, with temporary onsite meeting requirements at our client site.

In the role you will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion.

In addition, the Technical Operations Manager assures adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.) The Ops Manager also manages internal and external communications regarding the client engagement. The Ops Manager ensures client satisfaction with Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support. Finally, the Ops Manager participates in the management of the commercial aspects of the managed services engagement. This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort.

Platform Operations Management

• Management, trending and analysis of historical and existing support and change service requests
• Prioritize work related to service requests for technical resources
• Own completion of Change Management cycles and provide adequate visibility internally and externally
• Review daily/weekly/monthly platform statistics related to stability and capacity
• Develop Action plans to resolve stability or capacity issues
• Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources
• Ensure certification of technical plans for major implementations and projects
• Continuous development and exhibition of platform knowledge and effective application to the client environment
• Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc.,

Timely and Effective Management of internal and external Communications

• Organize and Lead regular client Operational status reviews
• Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
• Maintain positive and professional demeanor when communicating internally and externally
• Build strong business relationships with all engagement stakeholders
• Act as a mentor for internal resources to ensure highest level of customer satisfaction
• Act as a trusted advisor for client contacts
• Distribute and discuss client lessons learned discoveries

Ensure Client Satisfaction with Managed Services Operations

• Proactive informal check with client on Managed Services performance
• Ensure client issues thoroughly triaged and SLAs met
• Conduct bi-annual client feedback discussion
• Develop effective action plan to address negative client feedback and prevent recurrence of client issues
• Communicate all client feedback to account management and staff
• Management and assurance of escalations and timely and effective incident notifications
• Drive the assurance of resource effort allocation to remain in alignment with client requirements
• Arrange site visits with client to improve ICS/MS understanding of client mission

Ensure effective management of Commercial aspects

• Assist account partners and Account Management with client interactions
• Assist with the creation of SOWs, Change Requests, RFP responses and other contract documentation
• Tracking Project run rates, hours utilization and ensure proper invoicing
• Pre-Implementation requirements compilation, LOE and Resource Management for small projects
• Obtain solid knowledge of Managed Services offerings
• Provide formal account status and communication with Account Partner and Account Managers
• Provide important client information to peers and management to facilitate good business decisions
• Work with account partners to identify relationship expansion opportunities

Manage effective transition of Support Activities

• Integrate with and provide feedback to improve delivery methods
• Ensure requisite support reference documentation is created
• Provide direction for client transition to new support model
• Manage client expectations for daily support and ongoing projects
• Manage engagement scope and responsibilities

What skills you will bring:

• • 3 to 5 years Technical Operations Management experience, preferred with Genesys PureConnect and PureCloud platforms
  • Client management experience
  • Remote support experience
  • Strong consulting skills
  • Experience with direct management or delivery of Contact Center technology including voice and / or data network management and operations, computer telephony integration, ACD and IVR applications, and Customer Relationship Management applications.
  • Demonstrated ability to mentor others and manage technical support teams
  • Ability to obtain US Security clearance

COMPENSATION and benefits

The anticipated starting salary range for individuals expressing interest in this position is $58,000 to $118,000. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees include the following:

• Medical, dental, and vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

Why ttec? what we offer

When you join TTEC, you become part of the family. Because we want to see you succeed and thrive, we offer a competitive compensation and benefits package as shown below to support your quality of life, career development and goals attainment:

Be Financially Sound

• We want you to reach your personal and professional goals and offer financial benefits such as: Health and flexible spending accounts
• Retirement plans
• Tuition reimbursement programs
• Financial wellness program

Be Developed
We believe in investing in our people and their career development, which is why we offer a variety of courses and programs that enable you to develop new skills and gain new insights such as:

• Mentorship programs
• Our Women in Leadership program connects employees globally with learning, networking and mentoring opportunities
• Professional development courses in TTEC University
• Scholarship program and tuition reimbursement
• Visibility in our global career pathing and internal mobility opportunities

Be Healthy
We support healthy living and have the tools and resources to help you such as:

• Its Ok, Were All Human wellness program
• Wellness incentives
• Company health and wellness programs
• Dedicated health and wellness navigators and employee assistance programs
• Generous paid time off and other leave of absence programs

Be the Difference

Youll have the opportunity to have a positive impact in your community:

• Through our employee-driven global grant program, youll have the unique opportunity to apply for a grant focused on helping a local educational organization in your community
• Our team helps fundraise and volunteer their time in their communities

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But dont take our word for it check out some our women in leadership and diversity awards on TTECjobs.com.

Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately.

For more information about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout social media to engage in the global conversation

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