Manager Contact Center Solutions – Digital Banking

About the role

The Manager Contact Center Solutions will lead the technical alignment of contact‑center platforms within the Digital Banking Group, ensuring uninterrupted banking services and effective vendor coordination.

Key responsibilities

• Ensure technical alignment with all contact center solutions and associated systems.
• Provide support to ITG to maintain continuity of banking services within the contact center.
• Log issues with vendors, manage follow‑up until full resolution, and serve as primary point of contact for vendors and internal ABL teams.
• Evaluate new software/hardware requirements, manage change requests, and oversee testing and deployment of patches and updates.
• Deliver project management and coordination for new software products and system upgrades.

Required profile

• Master’s degree in Computer Science, Business Administration, or Project Management (preferred).
• 5 to 7 years of experience in call‑center or digital banking environments.
• Project Management or Business Analysis certification is a plus.

Required skills

• Proficiency with Microsoft Office suite.
• Knowledge of Call Center Solutions.