Technology Manager

Location:

Join the Voice & Chat Automation / Contact Center Delivery group as Business Tech Manager. Be part of a team that is working on a major modernization effort revolving around exciting new technologies like Google Contact Center AI UJET NICE and Pindrop. The Business Tech Manager will be responsible for leading building platform components for a mission critical Contact Center within KeyBank. We are looking for an experienced Technical Manager to join our development team lead the development efforts help team aligned with technical guidelines as per architecture troubleshoot and help team during issues and mentor others.

In this role you will be responsible for the overall development and implementation of contact center cloud platform. You will utilize your technical experience business acumen delivery relationship and leadership skills to lead a team in development implementation and maintaining Keys Enterprise Contact Center platform delivering differentiated experiences for Keys customers and employees.

Essential Job Functions:

• Manage develop and ensure the engagement and effective of a medium size team which may include business analysts scrum masters engineers developers external resources and vendors to support line of business or functional technology deliverables. Emerging as a leader for attracting and developing internal and external talent
• Excellent interpersonal networking communications and organizational skills
• Project Management: Knowledge of effective project management strategies and tactics and ability to plan organize monitor and control projects ensuring efficient utilization of technical and administrative resources to achieve project objectives
• Agile Project Management: Knowledge of effective agile project management strategies and tactics and ability to plan organize monitor and control projects ensuring efficient utilization of technical and administrative resources to achieve project objectives
• Application Development Tools: Knowledge of and ability to utilize a variety of specific tools and toolkits for the development and support of applications
• Application Maintenance: Knowledge of and ability to define implement make changes to and support a production application
• Mentor team members and help in troubleshooting
• Will need to design software system architecture.
• Implement scalable web services cloud functions applications and APIs
• Develop and maintain internal software tools
• Troubleshooting and bug fixing
• Identifying bottlenecks and improving software efficiency
• Collaborating with the cloud team on developing microservices.

Required Qualifications:

• Bachelors Degree or equivalent work experience required
• Minimum 10 years of experience in development/full stack development

Must haves

• Must be able to work with Product Owner Scrum master and cross functional teams as a product team to achieve single goal
• Must be able to work with different stakeholders to understand the business needs
• Must be able to lead implementation of development aligning with architecture

Nice to haves

• Contact Center experience a huge plus
• Experience with Dialogflow CX a plus

Key has implemented a rolebased Mobile by Design approach to our employee workspaces dedicating space to those whose roles require specific workspaces while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result this role may be Mobile or Homebased which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing

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