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Manager, Contact Center Technology Integration
DaVita Kidney Care. Lead a dedicated team integrating new contact center technologies and onboarding enterprise products, processes, and services into the Service Excellence Contact Center .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in contact center operations and technology integration, with a strong focus on process improvement, stakeholder alignment, and performance measurement. Proven ability to lead teams, manage projects, and implement operational frameworks that enhance service delivery and customer satisfaction.
Highest-signal resume keywords
Contact Center OperationsTechnology IntegrationProject ManagementPeople LeadershipProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CCaaS PlatformsCase Management PlatformsKnowledge Management ToolsWorkflow AutomationAI-Enabled SupportCRM SolutionsTelephonyChatWFMQuality Management Systems
Soft Skills
Analytical CapabilityCommunication SkillsStakeholder InfluenceCross-Functional AlignmentTeam Development
Tools & Technologies
NICE CXoneServiceNowMicrosoft TeamsMicrosoft OfficeTableau/BI Tools
Certifications & Qualifications
LeanSix SigmaProsci Change ManagementPMP/Project ManagementITIL
Industry Keywords
Service ExcellenceOperational FrameworkCustomer ExperienceKnowledge ManagementCompliance Mandates
Tech Stack
Tools & technologiesPMPServiceNowTableau
About the role
Key responsibilities & impact- Lead a dedicated team integrating new contact center technologies and onboarding enterprise products, processes, and services into the Service Excellence Contact Center
- Ensure technology capabilities align with operational requirements, stakeholder needs, service standards, compliance mandates, teammate experience, and measurable business value
- Establish and govern the end-to-end operating framework for intake, readiness planning, launch execution, support model design, and operational handoffs
- Partner with cross-functional project teams to evaluate customer impact, support volumes, launch timelines, support complexity, knowledge requirements, escalation paths, and operational risks
- Collaborate with Workforce Management to forecast staffing and capacity needs for pilots, soft launches, and general releases
- Communicate readiness risks and mitigation strategies to leadership
- Gather, validate, and coordinate frontline operational assets, including knowledge articles, tool access, workflow documentation, decision trees, training plans, job aids, and escalation contacts
- Monitor post-launch adoption, tool utilization, SLAs, First Contact Resolution, ticket quality, escalation rates, Average Handle Time, CSAT, teammate satisfaction, and recurring issue trends
- Lead, coach, and develop teammates focused on technology integration, support readiness, process onboarding, measurement, stakeholder alignment, and continuous improvement
- Perform other related duties and special projects as assigned
Requirements
What you’ll need- 5+ years of experience in contact center operations, service desk operations, shared services, product implementation, technology enablement, project management, process improvement, or operational leadership
- 2+ years of direct people leadership, team leadership, project leadership, or matrixed team management
- Hands-on experience supporting or implementing CCaaS platforms, contact center technologies, case management platforms, knowledge management tools, workflow automation, AI-enabled support, CRM solutions, telephony, chat, WFM, or quality management systems
- Demonstrated ability to manage competing priorities, drive cross-functional alignment, translate complex requirements into operational execution, and influence stakeholders without direct authority
- Strong analytical capability to define KPIs, analyze operational datasets, identify trends, and implement actionable process enhancements
- Excellent written, verbal, and interpersonal communication skills across all levels, from frontline teammates to senior executives
- Occasional evening/weekend availability may be required during major technology cutovers, pilot launches, enterprise releases, or critical operational incidents
- Preferred: Bachelor’s degree in Business, Operations, Information Technology, Healthcare Administration, Information Systems, or a related field, or equivalent progressive work experience
- Preferred: Experience with NICE CXone, ServiceNow, Microsoft Teams, Microsoft Office, Tableau/BI tools, and AI-enabled support capabilities
- Preferred: Lean, Six Sigma, Prosci Change Management, PMP/Project Management, ITIL, ServiceNow, Customer Experience, or Knowledge Management certifications
Benefits
Comp & perks- Medical, dental, and vision coverage
- 401(k) match
- Paid time off
- PTO cash out
- Family resources
- EAP counseling sessions
- Headspace® access
- Backup child and elder care
- Maternity/paternity leave
- Professional development programs
- On-demand virtual leadership and development courses through DaVita’s StarLearning platform
- Limited travel as required by business needs
- Hybrid work arrangement