FLEX Senior Manager, ACD IVR Technology

Bethesda, MD - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Administration

Job Summary

Description

This is a temporary position.

The FLEX Sr. Manager ACD / IVR Technology is part of the Digital Channels and Enterprise Platforms technology team responsible for owning the ACD / IVR strategy product backlog and roadmap. The ideal candidate has deep knowledge and experience in call center operations ACD & IVR solutions integrations with ServiceNow and virtual agent chatbots. This position plays a critical role in defining and executing the strategic direction of the hosted Amazon Connect platform ensuring alignment with business goals and stakeholder requirements. Strong communication skills and the ability to work in a highly matrixed environment are essential for success in this role.

Required Qualifications:

Undergraduate degree or equivalent experience / certification

5 years experience in call center technology ACD / IVR systems or related fields

Demonstrated ability to translate stakeholder needs into technology requirements and influence appropriate courses of action

Experience managing product backlogs and roadmaps

Excellent communication organizational and stakeholder management skills

Key Responsibilities:

Strategy & Roadmap: Define and maintain the strategic direction and roadmap for ACD / IVR technologies ensuring alignment with organizational goals and customer experience objectives.

Product Ownership: Manage the product backlog for ACD / IVR solutions prioritizing features and enhancements based on business needs and stakeholder input.

Requirements Gathering: Collaborate with key stakeholders to document detailed business requirements and translate them into actionable technical specifications.

Vendor Management: Serve as the primary liaison with the external vendor managing the hosted Amazon Connect solution ensuring timely and accurate communication of requirements and priorities.

Implementation Management: Lead the implementation of new feature sets from initial analysis through requirements gathering. Partner with managed vendors on system design testing and deployment.

Integration Oversight: Oversee integrations between ACD / IVR systems and other platforms such as ServiceNow and virtual agent chatbots to ensure seamless operation and data flow.

Documentation: Maintain comprehensive documentation of system configurations business processes and technical specifications.

Performance Monitoring: Monitor system performance and user feedback to identify opportunities for improvement and optimization.

Preferred Qualifications:

Experience with ServiceNow integrations and virtual agent chatbot technologies

Strong understanding of Amazon Connect platform and hosted contact center solutions

Familiarity with speech recognition natural language IVR or AI-driven contact center solutions.

Familiarity with Jira Software for backlog and project management

Relevant certifications (e.g. ITIL v4) in Service Desk Technologies or related areas

Strong problem-solving skills and attention to detail

Ability to work independently and collaboratively in a team environment

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Senior Manager

DescriptionThis is a temporary position.The FLEX Sr. Manager ACD / IVR Technology is part of the Digital Channels and Enterprise Platforms technology team responsible for owning the ACD / IVR strategy product backlog and roadmap. The ideal candidate has deep knowledge and experience in call center o...