Operational Readiness Manager

Nymbus

. Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments .

Posted 10/9/2026full-timeUnited StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CCaaS platform administration, including configuration, incident response, and operational integrity. Proficient in designing and maintaining IVR systems, conversational AI solutions, and managing vendor relationships within a multi-tenant environment.

Highest-signal resume keywords

CCaaS Platform AdministrationIVR Design and ScriptingConversational AI DevelopmentVendor Relationship ManagementIncident Response and Root Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Platform AdministrationSystems ConfigurationRelease ManagementIncident ResponseIVR DesignCall Routing ArchitectureJavaScriptScripting EnvironmentsDigital Form WorkflowsKnowledge Source Management

Soft Skills

Strong Written CommunicationIndependent WorkProject Leadership

Tools & Technologies

NICE CXoneDocuSignAI PlatformsMultitenant Environments

Certifications & Qualifications

Conversational AI Certifications

Industry Keywords

Contact Center OperationsFinancial ServicesClient ImplementationsOperational Readiness

About the role

Key responsibilities & impact

Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments
Design and maintain routing architecture, skills, queues, points of contact, hours of operation, agent capacity profiles, security profiles, and dispositions
Establish configuration standards and govern changes across a shared multitenant environment
Assess platform releases and determine adoption and implementation of new capabilities
Own platform incident response, root cause analyses, corrective actions, severity scales, escalation paths, and readiness criteria
Design, build, and maintain IVR scripts, call flows, routing logic, transfer paths, business-hour and holiday behavior, and failover handling
Design, build, and maintain conversational and agentic AI solutions, including intents, dialogue flows, training data, knowledge sources, prompts, guardrails, integrations, authentication, handoffs, testing, releases, monitoring, and migrations
Own agent assist configuration and partner with enterprise AI teams on technical direction
Own architecture and build of electronic signature forms and client-facing web forms
Own DXC knowledge management strategy, platform administration, content governance, workflows, and documentation
Own new client implementation scope and operational readiness through configuration, testing, documentation, and go-live validation
Serve as operational point of contact for financial institution clients and deliver client training, documentation, communications, and reporting
Own CCaaS vendor relationship, escalations, support cases, performance evaluation, capabilities, licensing, and entitlements
Analyze operational data, call volume, IVR containment, virtual-agent performance, and trends
Direct the work and development of the Operational Readiness Analyst
Represent Operational Readiness in cross-functional planning and technical decision-making
Perform other duties as assigned

Requirements

What you’ll need

5+ years of experience in contact center operations, platform administration, systems configuration, or a closely related technical operations field within a technology environment
Bachelor's Degree in Computer Science, Information Systems, or a related field
Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform, including configuration, release management, and incident response
Demonstrated ability to translate business and client requirements into working system configuration
Experience managing vendor relationships, including escalation of defects and service issues
Strong written communication skills, including technical documentation, incident analysis, and client facing correspondence
Ability to work independently and set priorities across concurrent technical and client commitments
Experience directing the work of others, whether through formal management or project leadership
Experience building on an enterprise conversational or agentic AI platform, including knowledge source management, prompt design, and system integration
Must be legally authorized to work in the United States
Flexibility in work hours to accommodate client implementations, release cycles, maintenance windows, incident response, and on-call availability
Preferred: Experience administering NICE CXone or a comparable CCaaS platform, including Studio or equivalent scripting environments
Preferred: Experience in banking, credit union, or financial services environment
Preferred: Experience with IVR design and scripting, call routing architecture, and telephony configuration
Preferred: Experience building electronic signature or digital form workflows such as DocuSign
Preferred: Experience leading platform migrations or supporting new client implementations
Preferred: Familiarity with scripting or automation for internal tooling and reporting
Preferred: Relevant platform or conversational AI certifications
Preferred: Experience with JavaScript

Benefits

Comp & perks

Annual cash bonus and equity eligibility, if applicable
Remote Work Environment
Health, dental, and vision insurance, including HSA/FSA/DCA
401(k) plan
Flexible time-off and company holidays
Additional paid volunteer day
Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance
Employee Assistance Programs [EAP]
Wellness programs
Growth and development programs
Minimal travel, 2-3 weeks/year