Operational Readiness Manager

Role overview

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.

Responsibilities

- 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.

Requirements

- 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.

Nice to have

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

Benefits and work setup

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. Travel is minimal, estimated at two to three weeks per year.