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 QUALIFICATIONS:

• Bachelor’s Degree from an accredited university in Computer Science, Engineering, Math, or other relevant technology degrees and/or experience or equivalent through a combination of education and/or technology experience or High School diploma or GED and 12 years of progressively responsible experience
• 6 years of experience in technology and proficiency
• 6 years of experience leading large, complex/critical technology projects
• 3 years of experience influencing strategy for large organizations
• 2 years of experience managing or influencing others to achieve desired results; direct team management preferred
• This position is not eligible for sponsorship. Must have indefinite employment authorization.

PREFERRED QUALIFICATIONS:

• AWS Certification (Solution Architect) is a plus
• Experience working in banking or financial industry
• Familiarity with data analytics and reporting tools for contact center insights
• Knowledge of quality and workforce management platforms
• Background in Python, Java, or Scripting Languages
• Experience in AI/ML , Sentiment analysis and predictive analytics
  WORK BEST CATEGORY:Category C - Days in the office will either be designated days or will vary week to week from 2-5 days
  HOURS:8:00am - 5:00pm Monday - Friday
  SALARY:To Be Determined Based on Individual Experience