Technology Manager

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technology Manager based in the United States.** This role offers the opportunity to lead technology initiatives that improve customer engagement and operational performance within a complex contact center environment. You will oversee the implementation and optimization of advanced Salesforce solutions and connected communication platforms. The position combines project leadership, technical strategy, and business partnership to deliver impactful solutions. You will collaborate with stakeholders to understand needs, evaluate emerging technologies, and drive innovation. The ideal candidate will bring strong CRM expertise, contact center experience, and a passion for improving user experiences. This is a high-impact opportunity to shape technology solutions that support mission-critical business operations. ### Accountabilities: The Technology Manager will be responsible for leading technology projects, implementing Salesforce-based solutions, and improving contact center capabilities through innovative tools and strategies. This role requires strong collaboration with business stakeholders, technical teams, and end users to deliver scalable solutions aligned with organizational goals. - Manage IT projects within a contact center environment, ensuring successful delivery, coordination, and alignment with business objectives. - Design, implement, and manage Salesforce technical solutions that support operational efficiency and customer experience improvements. - Oversee contact center technologies, including intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, knowledge management systems, and related platforms. - Evaluate emerging contact center technologies and provide recommendations to stakeholders based on business needs and industry trends. - Facilitate discovery sessions with business users to understand workflows, gather requirements, and identify opportunities for improvement. - Analyze technical operations and customer experience processes to recommend enhancements and optimize technology performance. - Apply user-centered design methodologies to ensure technology solutions effectively support business objectives and user needs. ## Requirements: The ideal candidate will have extensive experience managing technology projects and delivering Salesforce and CRM solutions within enterprise contact center environments. Strong technical knowledge, strategic thinking, and communication skills are essential for success in this role. - Bachelor’s degree in information technology, computer science, management information systems, management, or a related field. - 6+ years of experience managing IT projects and implementing Salesforce technical solutions in contact center environments with 100+ seats. - Salesforce Certified Administrator and/or Salesforce Certified Technical Architect certification preferred. - Experience as a certified CRM consultant with multiple CRM contact center implementations. - Strong background in contact center solution design, architecture, and implementation. - Hands-on expertise with intelligent IVR, chatbots, live chat, VOIP telephony, ACD/CTI, CRM, knowledge management, and related technologies. - Experience evaluating technology solutions and translating business requirements into effective technical strategies. - Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders. - Strong analytical, problem-solving, and project management skills with a focus on delivering measurable improvements. ## Benefits: - Competitive compensation package based on experience, qualifications, and role alignment. - Fully remote work opportunity within the United States. - Opportunity to lead impactful technology initiatives in a mission-driven environment. - Exposure to advanced Salesforce, CRM, and contact center technologie…