Technology Manager

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

Empower AI helps federal agency leaders elevate their workforce productivity. We leverage deep technical expertise and decades of experience solving complex challenges in Civilian and Defense missions to ensure America’s missions are met. Our solutions give government leaders a direct path to meaningful transformation, equipping them with the insights and tools necessary to make critical decisions faster and move their missions forward.

📋 Description

• Manage IT projects within contact center environment • Implement Salesforce technical solutions • Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools. • Evaluate emerging contact center technologies and present findings to stakeholders • Facilitate work sessions with business users to understand business processes and requirements

🎯 Requirements

• Bachelors degree in information technology, computer science, management information systems (MIS), management or a related area. • 6 or more years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats. • Salesforce Certified Administrator and/or Salesforce Certified Technical Architect • Certified CRM consultant with multiple CRM contact center implementations • Experience in contact center solution design, architecture, and implementation • Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools • Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives. • Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development