Contact Center Technology Change & Implementation Manage

Role Purpose: Lead the seamless onboarding and adoption of new technologies and service lines into the enterprise contact center.

Team Leadership: Direct a dedicated team of onboarding specialists and project managers supporting IT, HR, Payroll, and Operations front-line teams.

Technology Delivery: Manage the end-to-end operational integration of contact center platforms, routing tools, and digital capabilities.

Change Management: Implement human-centered change strategies and training alignment to ensure high agent adoption and minimal operational disruption.

Cross-Functional Governance: Partner with IT, WFM, and operational leaders to manage release schedules, project risks, and readiness checklists.

Qualifications: 3–5+ years of contact center leadership, project management background, and a proven track record landing technology changes.

Key Soft Skills: Collaborative, empathetic, and highly organized leader capable of bringing cross-functional teams along through change.