Applications Manager

Overview

Applications Manager

As our Application Line Manager leading our Customer Experience Product team you will oversee a team of approximately 20 Dev Ops Engineers who develop, enhance, and maintain our call center technology systems and services. You, your peers, and your teams will work closely with our Product Owner and our business leaders as we support their strategic roadmaps and operational backlog. Teams are responsible for working in an agile development environment, utilizing a variety of technology platforms.

We expect our teams to leverage our technical expertise to help design solutions for the needs and opportunities our business leaders present. Our consolidated efforts support the growth, service quality and profitably goals on our Corporate Scorecard.

• Every day, you will begin by checking for any enterprise impacting issues or outages and success of changes completed the night before both by your own team and by other Infrastructure teams especially those impacting the endpoints.
• You will address any issues; you are responsible for directing the restoration of service with your team or participating with your peers in other service restoration activities.
• The rest of your time will be spent on typical people-management tasks. You will conduct one-on-one meetings with your employees, enforce company policies, manage time and attendance, do performance reviews, determine pay increases, hire as needed and conduct terminations if necessary. You will also set and track individual and team goals.
• You’ll manage or conduct new contract negotiations and renewals, hardware and software purchases required to support approved Initiatives and projects.
• You’ll accomplish your work each day, by using numerous Microsoft tools:
  Office, Exchange, Teams, etc. We also use Everbridge to manage on-call rotations and BMC Helix ITSM to manage incidents and tickets.
• Daily you will manage technical resources on agile product teams
• You’ll be responsible for the delivery and execution of new system capabilities, improvement implementations, system consolidations, as well as support activities.
• You’ll collaborate with business SMEs, IS colleagues and vendor partners to ensure that capabilities are delivered quality and efficiency and in alignment with business expectations.

• You have a four-year college degree in Information Systems, technology or related area of computer science or equivalent work experience.
• To thrive in this role, you must have prior work experience in a senior role within the Call Center Technology space, with Call Center as a Service (CCaaS) / Genesys Cloud preferred. This will enable you to fully understand our systems and, in turn, be able to accurately evaluate the work your team is doing.
• You’ll need experience working in the development space. Call Center Technology development, including Genesys Cloud is preferred.
• You have experience planning, designing, and deploying technology projects and capabilities.
• To be successful in this position you will need strong leadership skills that can energize multi-disciplined work teams to respond to business needs.
• You have extensive management skills, including interviewing, mentoring, staff development, goal setting, and performance management.
• You should have at least three years of experience managing a team of 10 or more people in some type of Dev Ops role. If you can manage 10 people, you can manage 20. And after three years, you should have determined your management style and be able to explain how you would handle various challenges that managers often face.
• You should be a clear and effective communicator. This means that you can prioritize the information you take in as well as what you send out. You read and respond to the important messages first, you share pertinent information in a clear and concise way, and you make sure that information flows where it needs to go. If someone needs an important answer from you, they never have to ask you a second time.
• You have strong verbal and written communication skills, with an ability to express complex technical concepts in business terms.

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

AAA is an Equal Opportunity Employer