Contact Center Technology Manager

Overview

Contact Center Technology Manager role at WPS—A health solutions company. The role is responsible for developing and executing the strategy, implementation, and maintenance of the organization's Contact Center Technology platforms, including on-premises and cloud environments. This role ensures secure, reliable, and scalable telecommunications system operations, aligning with WPS business objectives while mitigating risks related to security, performance, compliance, and vendor dependencies. They will help support operations staff and oversee third-party vendor relations, resources, and performance including SLA compliance and contractual enforcement.

Responsibilities

• Manage the operation, maintenance, and modernization of Contact Center technology platforms including premises-based systems, cloud telecommunication services, cloud environments, servers, network, storage systems, carrier services, and connectivity to third party systems (e.g., NICE, Qualtrics, MicroAutomation).
• Lead the development and execution of Contact Center Technology services hosting strategy and management.
• Oversee telecommunication-related data services including databases, backup and recovery, replication, and disaster recovery strategies.
• Manage relationships with premises-based and hosting vendors, cloud service providers, carrier service providers, and hardware / software suppliers related to telecommunication systems.
• Ensure the reliability, performance, and availability of hosting environments in accordance with SLAs.
• Collaborate with IT security teams to enforce security policies and protect both premises-based and hosting / data environments.
• Lead stakeholder management related to Contact Center Technologies for business and application development.
• Oversee management of security, audit, and compliance requirements fulfillment.
• Establish and track KPIs to ensure transparency in operational health and system performance.
• Ensure compliance with regulatory requirements and internal IT governance frameworks.
• Drive automation and infrastructure-as-code practices to increase efficiency and reduce operational risk.
• Lead and mentor the Contact Center Technology team, fostering collaboration, accountability, and continuous improvement.
• Support career development, performance feedback, and drive capacity planning and management.

Minimum Qualifications

Preferred Qualifications

Remote Work Requirements

Benefits

Who We Are

WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready.

Culture drives our success. WPS's culture is built on an open and empowering employee experience with active recognition of diverse perspectives to fuel agility and innovation on high-performing teams.

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