Operational Readiness Manager
N
NymbusFinancial technology
Location: Remote - United StatesFull-TimeManager
SalaryBase salary range: $75,000-$85,000 annually. Annual cash bonus and equity eligibility, if applicable.
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Job Details
- Experience
- 5+ years of experience in contact center operations, platform administration, systems configuration, or a closely related technical operations field within a technology environment
- Required Skills
- Javascript
Requirements
- 5+ years of experience in contact center operations, platform administration, systems configuration, or a closely related technical operations field within a technology environment.
- Bachelor's Degree in Computer Science, Information Systems, or a related field.
- Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform, including configuration, release management, and incident response.
- Ability to translate business and client requirements into working system configuration.
- Experience managing vendor relationships, including escalation of defects and service issues.
- Strong written communication skills, including technical documentation, incident analysis, and client-facing correspondence.
- Ability to work independently and set priorities across concurrent technical and client commitments.
- Experience directing the work of others, through formal management or project leadership.
- Experience building on an enterprise conversational or agentic AI platform, including knowledge source management, prompt design, and system integration.
- Flexibility in work hours for client implementations, release cycles, maintenance windows, incident response, and on-call availability.
Responsibilities
- Own administration, configuration, and operational integrity of the CCaaS platform across DXC client environments.
- Design and maintain IVR scripts, call flows, routing logic, and release controls.
- Design, build, test, and maintain conversational and agentic AI experiences across supported channels.
- Own electronic signature forms, client-facing web forms, and reusable form standards.
- Set knowledge management standards, administer the knowledge platform, and document DXC processes.
- Lead DXC scope for new client implementations and validate operational readiness for launches.
- Manage the CCaaS vendor relationship, escalate service issues, and track vendor performance.
- Analyze operational trends and deliver reporting to DXC leadership and financial institution clients.
- Direct the Operational Readiness Analyst’s work and represent the team in cross-functional planning.
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