Empower AI is seeking an experienced Technology Manager to provide expertise in implementing Salesforce technical solutions in a contact center environment.

Responsibilities:

• 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

Qualifications:

• 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.