Customer Tech Manager

Job Description

Do you thrive at the intersection of strategy and technology in customer service operations? As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations. You will guide clients through pivotal architectural choices (e.g. CCaaS, CRM, Agentic AI), unlocking scalable and intelligent service experiences, and turn ambitious customer service strategies into scalable, cloud‑based solutions. If you enjoy a high‑complexity delivery environment, building and leading multidisciplinary teams, and can translate ambitious service strategies into robust technical architectures and operational models, this role offers the perfect opportunity.

Team

Our Service team consists of 17 talented and engaged colleagues. We are an advisory team looking to broaden our technical capabilities. We work on diverse client projects but stay closely connected through regular meet-ups and knowledge sharing – fostering an energetic, collaborative culture where you’ll also play a key role in coaching and developing others.

Daily tasks

• Lead multidisciplinary teams in designing and delivering end‑to‑end contact center/customer service transformations.
• Enable organizations to handle customer interactions and service requests efficiently and consistently across channels, balancing customer experience, cost, risk, and performance.
• Serve as the primary point of contact for clients, translating business objectives into actionable solution architectures and ensuring successful delivery across all project phases.
• Shape and execute service‑modernization roadmaps that integrate AI (e.g. intelligent routing, conversational AI, agent‑assist, automated knowledge orchestration) to elevate both customer and agent experiences.
• Oversee workstreams, manage senior stakeholders, ensure quality of deliverables, and drive measurable business outcomes across complex service landscapes.

Technology

We always look for innovative solutions to improve our client's customer experience and growth. Hence, you will work at the intersection of business, technology, and customer experience, architecting and implementing modern CCaaS solutions that seamlessly integrate into clients’ CRM, ERP, data and AI ecosystems.

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.