Senior Contact Center Platform Manager

Job Description

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel atall from Day One.

Responsibilities

Own and manage enterprise contact center voice engagement platforms, including AWS and multi-channel (voice, SMS) capabilities.

Represent NPS globally, ensuring technology aligns with business needs and strategic direction for North America and EU.

Oversee present workload, build and execute roadmaps, and drive future strategy for platform evolution, including AI and virtual agent technologies.

Lead and coordinate three contractor teams, ensuring efficient delivery and collaboration across business, technology, data analytics, and agile management.

Act as liaison between vendors, technology teams, and business lines, influencing vendor roadmaps and integrating new capabilities.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Typically eight or more years of related experience

Preferred Skills / Experience

Benefits

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours) :

Healthcare (medical, dental, vision)

Basic term and optional term life insurance

Short-term and long-term disability

Pregnancy disability and parental leave

401(k) and employer-funded retirement plan

Paid vacation (from two to five weeks depending on salary grade and tenure)

Up to 11 paid holiday opportunities

Adoption assistance

Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.