IT Contact Center Manager - RemoteWork closely with internal and external customers leadership as part of a project team to manage design, development, testing, and deployment of Contact Center supporting applications and features.Manage implementing integrations between the contact center environment and external applications (conversational intelligence, AI, voicebots, chatbots, speech analytics, UI, etc.).Manage customer's requirements using various APIs and services.Involved in reviewing requirements and providing high-level ROM estimates for new solutions during pre-sales and transition process.Readily take action on new challenges and adapt to changes without needing long leadtimes.Partner with Business Owners to assess backlog, pipeline and prioritize initiatives, projects and develop Contact Center roadmap.Communicate effectively to convey a clear understanding of the unique needs of different audiences.Demonstrate self-awareness around work space, process, and the ability to grow personally and professionally.Act with a clear sense of ownership.Ensure the team builds and develops solutions that meet stakeholder expectations.Make sound decisions, even in the absence of complete information.Mentor the team to learn and adopt new technologies, improve in key competencies, and help grow their career.Readily adopt key personal, interpersonal, and leadership behavior.Deal constructively with problems that do have clear solutions or outcomes.Take on the challenge of unfamiliar tasks.Attract and select diverse and high caliber talent.Keep up with current and possible future policies, practices, and trends in the organization, with the competition, and in the marketplace.Develop others through coaching, feedback, exposure, and stretch assignments.Invite input and share ownership and visibility.Anticipate and deal comfortably with organizational dynamics and politics.Articulate credible pictures and visions of possibilities that will create sustainable value.Bachelor's or Master's Degree in Computer Science or similar discipline/experience preferred.Software Development: General Experience7-10 years software development experience in a modern programming language.5+ years of software development experience in JavaScript or related technologies.Experience with distributed systems and service-oriented architectures.Focus on managing, designing and implementing systems for scalability, security, performance, testability, supportability, and maintainability.Experience owning and managing services end-to-end, from debugging and testing to release management and monitoring.Strong communication skills: in person and on paper. You can very effectively explain functional/technical concepts to both technical and non-technical stakeholders.Cloud Architecture and Engineering Experience is a plus.Experience/Familiarity with one or more of the following platforms: Amazon Web Services, Google Cloud Platform and Microsoft Azure.Familiarity in any of the following languages/environments/APIs is a plus:o Node.js o ReactJS o Reduxo Backend App Server Development o Front End Web Development o Expresso Material UIo Twilio APIsProficient in document creation.Experience with Git-based Source Control Platforms.Understanding of requirements and drivers of call center operations teams and customer experience (applications, tools, staffing, reporting, SLAs) is preferred.Experience with CCaaS platforms (Cisco, Genesys, NICE inContact CxOne, Twilio Flex) is a plus.Experience in managing development, integration, deployment, and support of Contact Center as a Service (CcaaS), Communications Platform as a Service (CpaaS), and Infrastructure as a Service (IaaS) applications is preferred.Experience with WebRTC, ICE, STUN, TURN is a plus.Understanding of telecommunications infrastructure (PSTN, SIP) is preferred.Experience with migrating agents and large enterprises to call center/VoIP applications is preferred.