Overview Highlight is seeking an experienced Technology Manager to provide expertise in implementing Salesforce technical solutions in a contact center environment. Responsibilities Manage IT projects within contact center environment Implement Salesforce technical solutions Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools. Evaluate emerging contact center technologies and present findings to stakeholders Facilitate work sessions with business users to understand business processes and requirements Qualifications Bachelors degree in information technology, computer science, management information systems (MIS), management or a related area. 4-6 years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats. Salesforce Certified Administrator and/or Salesforce Certified Technical Architect Certified CRM consultant with multiple CRM contact center implementations Experience in contact center solution design, architecture, and implementation Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives. Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements. About Highlight For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results. Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers. To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email. Recruitment Fraud Disclaimer Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals. To protect yourself, keep the following in mind: All emails will come from an official @highlighttech.com or @talent.icims.com email address. We will never request payment or personal financial information during the recruitment process. We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels. If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight, please contact our team directly at Recruiting@highlighttech.com. --- #cwhp