Job Description
Position Summary
The Technology Manager is the Contractor's single point of accountability for the implementation, delivery, and ongoing oversight of all Customer Service Center Technology (CCT) activities. This role owns day-to-day planning, coordination, execution, and control across the full CCT scope including contact center technology, data network, security, and the IT Service Desk. The Technology Manager is accountable for carrying the solution from implementation through go-live, hyper-care, and knowledge transfer to Project Closeout.
The Technology Manager is the primary technical interface to WSPs client, holding both WSP IT staff and technology partners accountable to scope, schedule, and performance commitments.
Key Responsibilities
• Serve as the single point of accountability for CCT technology delivery, representing WSP to the client and program leadership on all technology matters.
• Own end-to-end planning, coordination, execution, and control of the three CCT technology domains - contact center technology, data network/security, and IT Service Desk - ensuring integrated delivery across all three.
• Lead the contact center technology implementation, including CCaaS platform, IVR/IVA, omnichannel routing, and integration to the back-office/case-management environment.
• Oversee data network and security delivery, ensuring the solution meets applicable public-sector security, privacy (e.g., PCI, PII), and conformance requirements.
• Stand up and manage IT Service Desk operations and supporting ITSM processes (incident, problem, change, request) aligned to ITIL practice.
• Establish and run delivery governance: integrated schedule, risk and issue management, change control, quality management, and stakeholder status reporting.
• Direct hyper-care support immediately following go-live, ensuring rapid triage and resolution and operational stability through the stabilization period.
• Plan and execute structured knowledge transfer - documentation, runbooks, and training for client and operations teams - culminating in formal Project Closeout and transition to steady-state operations.
• Manage technology vendors and subcontractors against SLAs and the Technology Conformance Matrix, holding partners accountable for performance throughout the lifecycle.
Required Qualifications
• Senior IT professional with a demonstrated record delivering complex, multi-workstream technology programs as a single point of accountability.
• Public sector IT service delivery experience, including delivery governance and client-facing accountability in a contractual environment.
• Hands-on contact center technology experience: CCaaS platforms, IVR/IVA, omnichannel routing, and back-office/case-management integration.
• Strong command of the full delivery lifecycle - implementation, go-live, hyper-care, knowledge transfer, and closeout.
• Working knowledge of data network/security and IT Service Desk / ITSM operations.
• Excellent written and verbal communication; able to serve as the client-facing technical lead.
• Based in or willing to relocate to the Raleigh, NC area.
Preferred Qualifications
• Experience in tolling, transportation, or mobility programs, particularly Customer Service Center or back-office system implementations.
• PMP and/or ITIL certification.
• Experience managing technology partners against a conformance matrix or equivalent contractual technical baseline.
