Manager, IT (CCaaS - Genesys)

Job Summary

This role focuses on maintaining, optimizing, and evolving the contact center technology to deliver exceptional customer service experiences, enable operational efficiency, and support business growth. The manager will lead efforts to identify and implement AI and automation capabilities to streamline operations, enhance agent productivity, and improve customer engagement. The manager will collaborate closely with IT teams, business stakeholders, and operational leaders to ensure seamless system performance, effective integration with enterprise applications, and alignment with organizational goals and customer service strategies.

Job Description

The IT Application Manager – Customer Service is responsible for the overall management and strategic oversight of the organization’s Contact Center as a Service (CCaaS) platform - Specifically Genesys .

• Travel Requirements : Quarterly visit to Dubuque location or as needed.

MAJOR RESPONSIBILITIES :

Provide leadership and direction to a team of professionals responsible for managing applications

Set clear goals, objectives, and performance expectations for the team

Coach, mentor, and develop team members, enabling their professional growth.

Oversee the planning, deployment, development, configuration, testing, and ongoing maintenance of business applications.

Establish and enforce application governance practices, including change management, release management, and documentation

Monitor application performance, availability, and scalability, taking proactive measures to optimize performance and minimize downtime.

Manage relationships with application vendors, including contract negotiations, service level agreements, and performance evaluations.

Act as a liaison between IT and other business units, facilitating effective communication and understanding.

Collaborate with business stakeholders to understand their application needs and align IT strategies with business objectives.

Identify opportunities to enhance existing applications or introduce new technologies to drive business efficiency and innovation

Stay updated with industry trends, emerging technologies, and best practices in application management

Collaborate with the IT leadership team to define and execute the IT roadmap, aligning it with business objectives.

Foster a culture of continuous improvement within the team, encouraging innovative ideas and process enhancements

10% domestic travel is expected for this role

MINIMUM JOB REQUIREMENTS :

Education :

Bachelor's degree in computer science, Information Technology, or related field.

Certification / Licensure :

None required.

Work Experience :

5–10 years of overall IT experience, with at least 3–5 years specifically in contact center technologies.

Hands-on experience managing CCaaS platforms (e.g., Genesys Cloud, NICE inContact, Amazon Connect, Five9, Cisco UCCE / UCCX, Avaya).

Experience with telephony infrastructure, SIP, VoIP, call routing, and network performance related to voice systems.

Familiarity with CRM integrations (e.g., Salesforce, Microsoft Dynamics 365) within the contact center environment.

Understanding of IVR design and implementation, call flows, and digital engagement (chat, email, SMS, social).

Experience with workforce engagement tools – WFM, QM, analytics dashboards.

Experience with automation, RPA, or AI / virtual agents in the contact center.

Familiarity with compliance / security frameworks relevant to voice / data handling (e.g., PCI, HIPAA, GDPR).

Preferred Qualifications

Prior experience leading cross-functional teams, including vendor partners, system integrators, and internal support teams.

Proven ability to run IT operations for a contact center – ensuring uptime, performance SLAs, and issue resolution.

Experience managing project delivery, including upgrades, migrations, or new feature rollouts.

Budget planning and license / contract / vendor management related to contact center systems.

Experience collaborating with business stakeholders to translate service goals into technical solutions.

Exposure to contact center KPIs – ASA, AHT, FCR, CSAT – and how technology impacts these.

Excellent problem-solving, communication, and stakeholder management skills.

Knowledge / Skills / Abilities :

Performed leadership roles in 1 or more technology projects.

General knowledge of in-scope technology domain.

Knowledge of Industry best practices pertaining to technology design and management.

Strong interpersonal skills with a desire to collaborate with internal and external business / technical teams.

Able to work in a fast-paced environment and manage multiple projects.

Good written and verbal communications skills.

Some domestic and international travel may be required.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position :

$115,440.00 - $173,160.00 Annual

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and / or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click

here

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page

here

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.