Operational Readiness Manager

The Operational Readiness Manager owns the operational and technical foundation of a multitenant Digital Experience Center that delivers contact center services to multiple financial institution clients. The position combines platform ownership, solution design, client delivery, and process governance, with substantial hands-on configuration work alongside strategic decision-making. Success depends on deep technical fluency across CCaaS, IVR, conversational AI, and knowledge management systems inside a shared environment where a single change can ripple across several institutions.

• Administer and maintain the CCaaS platform across all supported client environments, including routing architecture, skills, queues, hours of operation, agent capacity profiles, security profiles, and dispositions.
• Design, build, and maintain IVR scripts and call flow architecture for each financial institution client, covering menu structures, DNIS assignments, transfer paths, business hour behavior, and failover handling.
• Govern configuration standards, change control, release evaluation, incident response, root cause analyses, and post-incident reviews across the shared multitenant environment.
• Act as the primary builder of automated customer experiences on the conversational and agentic AI platform, including knowledge source management and prompt design.
• Serve as the operational point of contact for financial institution clients and own the vendor relationship for the contact center platform.
• Direct the work of an Operational Readiness Analyst and partner with clients to translate business needs into working configuration.

• Five or more years of experience in contact center operations, platform administration, systems configuration, or a related technical operations field.
• Bachelor's degree in computer science, information systems, or a related discipline.
• Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform, including configuration, release management, and incident response.
• Experience building on an enterprise conversational or agentic AI platform, including knowledge source management, prompt design, and system integration.
• Hands-on experience administering NICE CXone or a comparable CCaaS platform, including Studio or an equivalent scripting environment.
• Working knowledge of banking, credit union, or financial services operations, with strong written communication for technical documentation, incident analysis, and client correspondence.

• Relevant CCaaS or conversational AI certifications.
• Experience with JavaScript for scripting and platform integrations.
• Familiarity with omnichannel routing, voice analytics, or workforce management integrations.

• This is a remote-first role based in the United States, with flexible hours to accommodate release cycles, maintenance windows, and on-call availability.
• The anticipated base salary range is $75,000-$85,000 annually, with eligibility for an annual cash bonus and equity where applicable.
• The benefits package includes health, dental, and vision insurance with HSA, FSA, and DCA options, a 401(k) plan, flexible time off plus company holidays, an additional paid volunteer day, supplemental insurance programs, an employee assistance program, wellness resources, and growth and development programs.
• Health, dental, and vision insurance with HSA, FSA, and DCA options
• A 401(k) plan
• Flexible time off plus company holidays
• An additional paid volunteer day
• Supplemental insurance programs
• An employee assistance program
• Wellness resources
• Growth and development programs
• Travel is minimal, estimated at two to three weeks per year.