Manager IT Contact Center (Remote)

This is a remote role that may be hired in several markets across the United States.

This position allocates technical resources and associates within the Client Servicing department of the Bank. Manages an associate team to ensure effective delivery of service and project results. Oversees the design, implementation, and support of systems and applications. Partners with peers, senior management, business units, and associate teams to align projects or tasks with wider organizational goals.

• Project and Product Management - Provides direction and oversight to IT projects and products. Assigns project tasks, drives project schedules, product releases, and conveys results or updates to the appropriate parties. Develops and utilizes methods of tracking performance.
• Managerial Functions - Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development. Ensures bank needs are met through prioritization and resource allocation. Supports budget forecasting, capital planning and invoicing.
• Business Support - Directs programming, business analysis, or testing activities, including the determination of scope, time and cost estimates, and system impact within user requests. Facilitates system modifications within existing system architecture and assists with architectural changes as necessary. Elicits and refines business technology roadmaps, including setting priority and understanding cross team impacts.
• Technical Expertise - Serves as a technical expert and strategic leader to senior management, associates, and business units. Ensures that team activities comply with all appropriate configuration, change controls, and security standards. Participates in business meetings and special projects to provide insight on end-user needs. Keeps abreast of industry trends. Identifies and holds accountable vendors in support of system updates and maintenance.

Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering

OR

High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering

Preferred Qualifications:

• Hands on experience with Five9 and Genesys pure connect.
• 2+ year experience migrating contact center platforms.
• Deep expertise in end-to-end contact center operations
• Previous leadership for technical implementation,
• Knowledge of Standard Development Life Cycles (like Waterfall or Agile),
• Knowledge of system and data design
• Ability to manage and coach both people and processes.
• Large Financial Institution experience.

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

If hired in North Carolina, the base pay for this position is generally between $110,512 and $165,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

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