IT Manager, Customer Engagement Technology

The IT Manager – Customer Engagement Technology is a senior leadership role responsible for defining and executing the technology strategy that powers our digital customer channels, contact center platforms, and Voice of the Customer (VoC) capabilities. This leader will oversee a team that includes dedicated managers for Digital Technologies and Contact Center Technologies, ensuring their efforts are cohesive, high-impact, and aligned with business goals.

This role has full accountability for financial planning and stewardship, including budget ownership, resource planning, and value realization. The manager will lead large-scale, cross-functional technology initiatives from concept through delivery, while championing system stability, operational excellence, and customer-centric innovation. A key focus is on enabling and supporting Agile delivery, fostering a culture of transparency, incremental value, and iterative improvement in coordination with Product Owners, Scrum Masters, and Release Train Engineers.

As an integral member of the IT leadership team, this individual will shape strategic roadmaps, partner with business stakeholders, and contribute to the broader vision for customer-facing technologies. The ideal candidate is a collaborative leader with strong business acumen, technical depth, and a passion for delivering seamless, intuitive, and secure experiences across all customer touchpoints.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

Please note: Authorization to work in the United States is a precondition to employment in this position. Eversource will not sponsor candidates for work visas for this position.

Essential Functions:

- Lead the strategy, delivery, and continuous improvement of digital engagement platforms, and contact center technologies.

- Manage and mentor a team of IT Managers overseeing Digital and Contact Center technologies, ensuring alignment across delivery roadmaps and business objectives.

- Drive Agile delivery practices, including sprint planning, backlog prioritization, and collaboration with Scrum teams and Release Train Engineers.

- Oversee end-to-end project execution—ensuring initiatives are delivered on time, within budget, and meet quality and business requirements.

- Maintain accountability for the stability, scalability, and resilience of customer-facing systems and platforms.

- Monitor technology performance and customer impact, using KPIs and metrics to drive improvements and inform decisions.

- Partner with business stakeholders, product owners, and enterprise architects to shape long-term technology roadmaps aligned with customer experience strategy.

- Manage budgets, forecasts, and vendor relationships to ensure cost-effective technology delivery and support.

- Ensure compliance with regulatory, cybersecurity, and data privacy requirements across digital and contact center platforms.

- Foster a high-performance, customer-focused culture through coaching, knowledge sharing, and effective team engagement.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

- Strong leadership in managing diverse technical teams, fostering innovation, and promoting a culture of continuous improvement.

- Deep understanding of software development methodologies to include Agile concepts and principles, architecture principles, and the full software development life cycle (SDLC).

- Expertise leading technical teams in diagnosing and resolving complex technical issues applying conceptual thinking.

- Proven ability to lead technical teams and manage third-party IT service providers, ensuring alignment with performance and delivery standards.

- Strong foundation in IT management, vendor oversight, and operational excellence in managed services environments.

- Demonstrated ability to lead technical teams to design and deliver scalable, high-quality technical solutions with a customer-first mindset.

- Skilled in strategic planning for application lifecycle management and long-term technology sustainability.

- Adept at translating business requirements into technical solutions and actionable development plans.

- Proficient in project and organizational management, with cross-functional knowledge across related technical disciplines.

- Strong communication skills for conveying technical concepts to both technical and non-technical stakeholders.

- Experienced in maintaining stakeholder relationships and fostering collaboration across internal and external teams.

- Recognized for innovation, creativity, and resourcefulness in solving technical and operational challenges.

- Ability to manage multiple priorities in dynamic environments with a high level of attention to detail.

Education:

- Bachelor’s degree from an accredited four-year institution.

- Master’s degree preferred.

Experience

:

- 10+ years of progressive experience in Information Technology, with a strong focus on customer-facing systems and digital platforms. - 5+ years of leadership experience, including direct management of teams and people leaders (i.e., managing other managers).

- Proven track record leading cross-functional delivery in Agile environments, with familiarity in SAFe or similar scaled Agile frameworks.

- Demonstrated success in driving large-scale technology initiatives, particularly involving digital engagement and contact center solutions.

- Experience managing budgets, vendor relationships, and enterprise-level roadmaps.

- Strong business acumen with the ability to partner effectively across technology and business units to align on strategy and execution.

Licenses & Certifications:

- Microsoft Certified: Azure Fundamentals (AZ – 900) – Foundation certification demonstrating knowledge of core Azure services, cloud concepts, and governance

- Certified Scrum Master (CSM)

Working Conditions:

- Must be available to work emergency restoration assignment as required.

- Must be available to travel between MA/CT/NH as necessary.

Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program.

 

Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive.

The annual salary range for this position is:

$164,700.00-$183,000.00

Worker Type:

Regular

Number of Openings:

1

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement

:

Eversource Energy is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor