Join Navan’s innovative Business Technology team as the Senior Manager of Contact Center Platforms. In this role, you will be the driving force behind the development and deployment of cutting-edge technologies that revolutionize how we engage with our customers. You will lead a high-performing technical team, translating business requirements into scalable solutions that enhance user experience, improve efficiency, and drive revenue growth.
Navan offers a fast-paced environment where you can get your hands dirty with complex architecture while mentoring a team of experts. If you have a deep understanding of the contact center ecosystem, a proven track record of shipping complex projects, and a passion for modernizing CX stacks, you’ll fit right in.
What You’ll Do:
As the Senior Manager of Contact Center Platforms, you will own the technical roadmap and day-to-day operations of our CX stack. Your primary responsibilities include:
- Team Leadership: Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth.
- Execution & Delivery: Drive the development, implementation, and maintenance of scalable, secure contact center platforms (ACD, IVR, Routing).
- Strategic Partnership: Collaborate closely with CX business leaders to align technical roadmaps with operational goals and customer needs.
- Vendor Management: Act as the primary technical point of contact for third-party vendors, ensuring our stack (AWS Connect, Genesys, etc.) is optimized and cost-effective.
- Governance & Security: Ensure all platforms remain compliant with global regulatory requirements, including GDPR and SOX.
- Optimization: Use data analytics to identify friction points in the customer journey and implement automated or technical solutions to resolve them.
- Resiliency: Maintain robust disaster recovery and business continuity plans to ensure zero downtime for our global support teams.
What We’re Looking For:
- Experience: 7+ years of experience in Business Technology or IT, with at least 3+ years in a leadership/management capacity specifically focused on contact center tech.
- Technical Depth: Deep expertise in modern contact center suites (e.g., AWS Connect, Genesys Cloud, or Five9) and their integration with CRMs like Salesforce.
- Domain Knowledge: Strong understanding of IVR logic, complex routing, Workforce Management (WFM), and Quality Management (QM) tools.
- Methodology: Proficiency in Agile and DevOps workflows; you know how to manage a sprint and maintain a clean deployment pipeline.
- Analytical Mindset: Ability to leverage tools like Tableau, Looker, or Snowflake to track platform performance and ROI.
- Communication: Exceptional ability to bridge the gap between "technical speak" and "business impact" for stakeholders and executives.
- Project Management: Proven ability to manage multiple high-priority workstreams simultaneously in a high-growth, "ship-fast" environment.