IT Manager, Customer Care
Core
Manage, secure, and optimize Customer Care technologies (Genesys Cloud CX, Twilio) to enable customer service and revenue-supporting operations.
Role type
Senior IT Manager, Customer Care Technology
Builds
Customer service platforms, telephony systems, messaging channels, and automated workflows
Domain
Business Process Outsourcing (BPO) / Customer Experience (CX)
Required skills
Genesys Cloud CX administration, Twilio platform management, API integration, workflow automation, incident management, security governance, stakeholder coordination, technical documentation
Preferred skills
AI and automation implementation, low-code platform usage, Jira/Confluence proficiency, Genesys certifications
Technologies
Genesys Cloud CX, Twilio, Mindful Feedback, Jira, Confluence
Responsibilities
Engineer and optimize CCaaS/SaaS platforms; lead technical projects and solution design; manage telephony, routing, IVRs, and vendor coordination; handle incident resolution and root cause analysis; administer user access, MFA, and security controls; develop reports and audit evidence; automate repetitive processes; enable operational readiness for peak periods.
Seniority
Senior, hands-on IC with leadership responsibilities
