Manager of Contact Center Technology

Requisition ID: 19360

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

Why Work at SRP

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

- Pension Plan (at no cost to the employee)

- 401(k) plan with employer matching

- Available your first day: Medical, vision, dental, and life insurance

- Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)

- Parental leave (up to 4 weeks) and adoption assistance

- Wellness programs (including access to a recreation and fitness facility)

- Short and long-term disability plans

- Tuition assistance for both undergraduate and graduate programs

- 10 Employee Resource Groups for career development, community service, and networking

Summary

SRP is committed to improving customer experience through innovative technology and outstanding service. We are looking for a dynamic and experienced Contact Center Technologies Manager to oversee and optimize the technological infrastructure and systems that support our contact center operations. This role bridges the gap between technology and customer service, ensuring efficient, effective, and seamless interactions between agents and customers across multiple communication channels. The successful candidate will collaborate closely with various IT teams, including Cybersecurity, Network, Enterprise Architecture, and Workspace Technologies, as well as internal customers within the contact center and back-office groups. This is an exciting time for the team as there are several transformational projects underway:

- The team is starting a pilot to test AI agent assist capabilities

- SRP is adding chat as a new customer communication channel

- Chat bot is on the team's roadmap for the next few years

What You'll Do

- Team Leadership: Oversee and mentor a technical team of 6 application administrators and developers while fostering a collaborative and high-performing work environment.

- 24/7/365 Support: Ensure continuous production support, promptly addressing and resolving any issues to maintain optimal contact center operations.

- Customer Engagement: Collaborate with internal customers within the contact center and back-office groups to understand their needs and deliver effective solutions.

- Technology Strategy & Planning: Develop and implement the contact center's technology roadmap, aligning it with business objectives and customer experience goals.

- System Implementation & Integration: Oversee the implementation, integration, and configuration of contact center technologies.

- Technology Management & Support: Manage the day-to-day operations of the contact center's technology infrastructure, including software, network, and security.

- Change Management: Oversee significant changes, including call routing improvements, AI pilots, live chat/chatbot implementations, and other critical updates associated with modernizing SRP's Customer Information System.

- Collaboration: Work closely with IT roles from Cyber, Network, Workspace Technologies, and other departments to ensure seamless integration and support.

- Vendor Management: Maintain strong vendor relationships, oversee contract negotiations, manage performance, and ensure timely invoice payments.

- Continuous Improvement: Identify opportunities for process improvements and implement best practices to drive operational excellence.

What It Takes To Succeed

- Familiarity with contact centers and how they operate, including automatic call distributor (ACD) and customer relationship management (CRM) systems.

- Knowledge of contact center as a service (CCaaS), conversational interactive voice response (CIVR), and workforce management (WFM) tools, including Five9, Interactions, and Verint.

- Passionate about emerging technologies like chat, chatbots, and AI agent assist to drive operational efficiency and customer satisfaction.

- Knowledge of database infrastructure and reporting tools, including SQL Server Management Studio and Power BI

- Commitment to delivering exceptional customer service and improving the customer experience.

- Ability to inspire, motivate, and guide a team towards achieving common goals.

- Aptitude for identifying issues quickly and implementing effective solutions.

- Strong verbal and written communication skills to effectively interact with team members, stakeholders, and customers.

- Experience leading IT teams and projects to develop solutions that meet business needs.

Education

- Preferred completion of a bachelor's degree from an accredited institution in IT, CIS, Computer Engineering, or other that prepares the employee for the assignment.

Experience

A minimum of eight years of related experience is required (if no degree, 12 years of relevant experience or an equivalent combination of education and related experience totaling 12 years).

Education

A bachelor’s degree related to the assignment from an accredited institution is preferred.

Hybrid Workplace

SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona.

Drug/Alcohol Policy Statement

To promote the safety and well-being of our employees, customers, and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.

Equal Opportunity Employer Statement

Salt River Project (SRP) is committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status, or any other protected status under applicable federal, state or local law.

Work Authorization

All candidates must be legally authorized to work in the United States.

Currently, SRP does not sponsor H1B visas, OPT, or other employment-related visa's.