Technology Manager, Contact Center

Technology Manager, Contact Center

Comerica is seeking a highly skilled and strategic technology leader to join our team as Manager, Contact Center Technologies. In this role you will be responsible for leading, optimizing and enhancing the technology stack that powers our contact center operations. You will oversee Amazon Connect (AWC), AI-driven solutions, IVR systems, and third-part integrations (e.g., Pindrop, Calabrio, Lex Bots) to ensure a seamless and efficient customer experience. This role is also responsible for leading their resources to develop high level delivery plans based on a set of objectives (scope, delivery and technical approaches, risk, assumptions, staffing plans, other cost, and ongoing operational plans and cost). The Technology Manager also oversees client, customer, and vendor relations to ensure that service expectations are met or exceeded. Coaches and mentors employees.

Position Responsibilities:

Strategy

• Partner with corporate functional leaders to create and execute a technology strategy that will enhance overall business capabilities.
• Stay abreast of technology industry trends and best practices.
• Continuously transform the organization to increase efficiencies and reduce overall expense.
• Partner with innovation team to test and learn emerging technology and its viable applicability to enhance corporate business capabilities.

Delivery Planning and Execution

• Create, prioritize, plan, and execute portfolio/product roadmaps or initiatives through collaboration with Technology and appropriate business partners.
• Reduce time to market by utilizing Agile methodologies and/or applying appropriate methodologies, e.g. dev/sec/ops.
• Surface issues and risks; escalate for resolution.
• Provides insights on risks based on broad experience.
• Ensure employees deliver new technology solutions and capabilities in accordance with the roadmap and ensure that they meet established objectives and expectations of business partners and/or colleagues.

Technology/Operational/Risk Control

• Cultivate good system management disciplines including clearly defined and documented roles and responsibilities, documented phase processes and checkpoint and detailed planning for system deployment.
• Define and report metrics based on overall business objectives.
• Ensures compliance and control activities support technology and enterprise business objectives and are aligned with executive risk tolerances and expectations.
• Ensures processes and controls within assigned area to enhance performance, security, reliability, and availability of systems.
• Drive a continuous improvement and compliant culture through documented policies, procedures, and architecture.

Leadership

• Manage and develop team cultivating a spirit of one team with shared goals and objectives.
• Select, motivate and retain high performing talent.
• Provide on-going feedback to maximize overall performance.

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