Western Alliance Bancorp

3 days ago

IT Manager III - Contact Center Technology & Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead contact-center technology and operations by managing teams and delivering complex projects across system processes and data structures. Own security posture, risk controls, and compliance alignment while transforming phone/messaging experiences, IVR, call routing, AI/bots, and self-service/AI. Build project plans, remove impediments, track metrics, and foster continuous improvement with Agile/Scrum delivery alongside product owners and engineering teams.

Location: Phoenix, Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Manager level

Key Responsibilities

•Serve as SME across contact center technology domains, managing teams and delivering complex projects within scope, time, and budget.
•Lead transformation efforts to enhance phone/messaging platforms, IVR, call routing, AI/bots, and self-service/AI experiences.
•Create and execute comprehensive project plans, remove impediments, and monitor performance using key metrics, risks, and corrective actions.
•Ensure security posture, risk management, and compliance alignment with banking regulations and enterprise risk management expectations.
•Manage workforce planning (development, retention, resource/talent/performance management) and partner with IT leadership on budgets and operating plans.

Travel: Medium travel

Pay and Benefits

Perks:Health InsuranceDental401kTuition AssistanceWellness StipendPaid Leave

Key Requirements

•7+ years of IT experience in app support, development, networking, or a similar field.
•Bachelor's degree in a related field.
•Proven leadership experience as a Delivery Manager, Engineering Manager, or similar role in contact center/customer experience.
•Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platform/back-end telephony infrastructure architecture.
•Experience with Agile/Scrum best practices and CI/CD (Azure DevOps pipelines) and Terraform; familiarity with Genesys Cloud AI features and integrations (Dynamics 365 CRM, ServiceNow).

Experience:7+ years

Education:Bachelor's

Skills:LeadershipCommunicationAnalytical problem-solvingAttention to detailCross-functional collaboration

Tech Stack:Genesys CloudAzure DevOpsTerraformCI/CDDynamics365ServiceNowAgileScrumIVRAI/botsPhone & messaging platforms

Company Brief

Western Alliance Bancorp

Bank holding company that provides commercial banking, mortgage banking, treasury management, and specialized financial services through its Western Alliance Bank subsidiaries. Serves businesses, real estate clients, and consumers across the United States.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn

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Western Alliance Bancorp

3 days ago

IT Manager III - Contact Center Technology & Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Phoenix, Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Manager level

Key Responsibilities

•Serve as SME across contact center technology domains, managing teams and delivering complex projects within scope, time, and budget.
•Lead transformation efforts to enhance phone/messaging platforms, IVR, call routing, AI/bots, and self-service/AI experiences.
•Create and execute comprehensive project plans, remove impediments, and monitor performance using key metrics, risks, and corrective actions.
•Ensure security posture, risk management, and compliance alignment with banking regulations and enterprise risk management expectations.
•Manage workforce planning (development, retention, resource/talent/performance management) and partner with IT leadership on budgets and operating plans.

Travel: Medium travel

Pay and Benefits

Perks:Health InsuranceDental401kTuition AssistanceWellness StipendPaid Leave

Key Requirements

•7+ years of IT experience in app support, development, networking, or a similar field.
•Bachelor's degree in a related field.
•Proven leadership experience as a Delivery Manager, Engineering Manager, or similar role in contact center/customer experience.
•Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platform/back-end telephony infrastructure architecture.
•Experience with Agile/Scrum best practices and CI/CD (Azure DevOps pipelines) and Terraform; familiarity with Genesys Cloud AI features and integrations (Dynamics 365 CRM, ServiceNow).

Experience:7+ years

Education:Bachelor's

Skills:LeadershipCommunicationAnalytical problem-solvingAttention to detailCross-functional collaboration

Tech Stack:Genesys CloudAzure DevOpsTerraformCI/CDDynamics365ServiceNowAgileScrumIVRAI/botsPhone & messaging platforms

Company Brief

Western Alliance Bancorp

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn