Contact Center Technology Manager

Company Description

Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies. ISN's portfolio includes work with over 100 Federal agencies.

ISN Corporation has been awarded a place in theWashington Business Journal's list of the 50 Fastest Growing Government Contractors. ISN is also on the Business Inc. Magazine's 5000

List of Fastest Growing Private Companies for the last two years.

ISN Corporation offers many competitive benefits to its employees, including:

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire

ISN is seeking an experienced and innovative Technology Manager to manage all IT aspects at a large, high-volume government omni channel contact center. The successful candidate will be responsible for overseeing the technology infrastructure, managing IT projects, ensuring system security, and leading the technology strategy for the contract. The Technology Manager will work closely with other departments to support their technology needs and ensure the seamless operation of the IT systems.

• Salesforce Certified Administrator and/or Salesforce Certified Technical Architect.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
• Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.
• Certified CRM consultant with multiple CRM contact center implementations and strong knowledge of CRM functionality and configuration capabilities. Ability to provide systems integration expertise, develop code and document associated regression, use case, and unit testing scenarios, develop detailed deployment steps and packages, and support technical deployments and trainings.
• Ability to define and monitor compliance with applicable HUD/FHA security, quality, and development requirements.

Experience:

• 4-6 years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.
• Experience in contact center solution design, architecture, and implementation.
• Expertise in technical planning, design, configuration, implementation, operations, modifications, and maintenance of all contact center technologies
• Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools.
• Experience evaluating emerging contact center technologies, presenting recommendations to leadership, and implementing chosen technologies. Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.
• Experience creating and delivering contact center workflow solutions.
• Ability to provide systems integration expertise, develop code and document associated regression, use case, and unit testing scenarios, develop detailed deployment steps and packages, and support technical deployments and trainings.
• Experience facilitating work sessions with business users to understand business processes and requirements.
• Ability to define and monitor compliance with applicable HUD/FHA security, quality, and development requirements.

Education:

Bachelor's degree in information technology, computer science, management information systems (MIS), management or a related area.

ISN Corporation is an Equal Opportunity Employer

ISN Corporation is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.

ISN Corporationis a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.