Systems Manager

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Develop and deliver an exceptional Contact Center and Systems experience in support of enterprise strategy by applying deep subject matter expertise of Contact Center platforms to execute on program and/or system-level initiatives. Apply understanding of various IVR, Voicebot, Chat, Automation, WFM, or Call Routing & Outbound Campaign Management technical platforms that serve a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions.

Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Interact with departmental leadership teams and act as a liaison between cross-functional product/technical and business organizations in supporting system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support.

• Lead the IVR, Voicebot, Chat, Automation, WFM, or Call Routing & Outbound Campaign Management systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support. Lead ad hoc teams to effectively manage complex, cross-functional system opportunities and issues.
• Connect with leadership, business partners, and technical partners on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
• Lead medium to large Contact Center experience initiatives to improve the systems, user experience, related procedures, and customer satisfaction for all lines of business at TMUS including Metro, Mint, prepaid, and emerging products.
• Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the platform automation, effectiveness, and user experience, while not sacrificing overall customer satisfaction.
• Build, own, and/or approve user experience documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures. Able to teach these skills to others.
• Define and communicate prioritization based on customer and business partner input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as point of contact to prioritize and resolve business partners' critical issues.
• Prepare communications for executive and business sponsor audiences on Contact Center Platform user acceptance test status, system launch readiness, disruptive events, and issue post-mortems.
• Also responsible for other duties/projects as assigned by business management as needed.
• Multiple positions available with specific focus areas on IVR/Voicebot design, Call Routing technology, Workforce Management systems, Automations (RPA and agentic), or Chat/Social Messaging Platforms.

• 3-5 years of wireless experience, within or supporting Care or Retail
• 2-4 years of analysis or systems production support, including Problem Management
• 1-2 years of people leadership or business process management
• Proficient in MS Office Suite and Lucid
• Prefer Experience in Speech Solutions, Automation, WFM Systems, Chatbot design, Outbound Messaging, NLUs, AI/ML, or Conversational Design.

• Experience creating and developing support processes
• Solid understanding of Call Center Technology and Infrastructure
• Experience with software application development or Robotics Process Automation Design
• Experience with Cisco, Sprinklr, Verint WFM, Microsoft Copilot Studio…