Business Technology Manager – Contact Center

KeyBank

. Lead the development efforts for platform components supporting a mission-critical Contact Center .

Posted 10/26/2026full-timeBrooklyn • Ohio • United StatesSeniorLead💰 $96,000 - $181,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading development efforts for cloud-based Contact Center platforms, with a strong focus on software system architecture, scalable web services, and team management. Proficient in agile project management and collaboration with cross-functional teams to meet business needs.

Highest-signal resume keywords

Full Stack DevelopmentCloud Platform ImplementationAgile Project ManagementSoftware System ArchitectureTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software DevelopmentWeb Services ImplementationAPI DevelopmentMicroservices DevelopmentTroubleshootingSoftware Efficiency ImprovementApplication Development ToolsProduction Application SupportDialogflow CXCloud Functions

Soft Skills

Interpersonal SkillsNetworking SkillsCommunication SkillsOrganizational SkillsMentoring

Industry Keywords

Contact CenterStakeholder ManagementBusiness AnalysisScrum MasterCross-Functional Teams

Tech Stack

Tools & technologies

CloudMicroservices

About the role

Key responsibilities & impact

Lead the development efforts for platform components supporting a mission-critical Contact Center
Lead the overall development and implementation of the Contact Center cloud platform
Manage, develop, and ensure effective execution of a medium-size team, including business analysts, scrum masters, engineers, developers, external resources, and vendors
Attract and develop internal and external talent
Mentor team members and assist with troubleshooting
Design software system architecture
Implement scalable web services, cloud functions, applications, and APIs
Develop and maintain internal software tools
Troubleshoot and fix bugs
Identify bottlenecks and improve software efficiency
Collaborate with the cloud team to develop microservices
Work with stakeholders and product teams to deliver enterprise Contact Center technology

Requirements

What you’ll need

Bachelor’s Degree or equivalent work experience required
Minimum 10 years of experience in development/full stack development
Ability to work with Product Owner, Scrum Master, and cross-functional teams as a product team
Ability to work with different stakeholders to understand business needs
Ability to lead implementation of development aligned with architecture
Excellent interpersonal, networking, communication, and organizational skills
Knowledge of project management strategies and tactics
Knowledge of agile project management strategies and tactics
Knowledge and ability to use application development tools and toolkits
Knowledge and ability to define, implement changes to, and support production applications
Contact Center experience is a plus
Experience with Dialogflow CX is a plus

Benefits

Comp & perks

Base salary range of $96,000.00–$181,000.00 annually
Eligibility for incentive compensation, which may include production, commission, and/or discretionary incentives
Flexible options in circumstances where roles can be performed effectively in a mobile environment
Reasonable accommodations for qualified individuals with disabilities or disabled veterans