Technology Manager (Remote)

Published date Posted on Indeed on Jun 24, 2022 (5 d ago)
Job Introduction:
This role is contingent upon award. Maximus is looking for a Technology Manager. The Technology Manager will manage IT projects and implementing technical solutions in a contact center environment with at least 100 seats.
Job Summary:
Essential Duties and Responsibilities:
  • Oversee the full lifecycle development and implementation program and technical activities to ensure successful project execution and meeting of requirements.
  • Perform all project management functions; including work breakdown and cost estimation, scheduling, monitoring and tracking of technical progress against the defined timetables and budgets, and staff assignment and development.
  • Lead and direct the successful delivery of infrastructure design, systems integration, and product installation/customization services while ensuring that assigned projects adhere to the approved life cycle work patterns, standards, and procedures for solution delivery.
  • Supervise and manage all technical support staff.
  • Manage activities of subcontractors utilized to deliver the technical solution.
  • Define and implement development plans for assigned projects in order to increase staff’s knowledge and skills in the areas of project management, requirements management, and technology capabilities.
  • Communicate possible State systems maintenance issues to DPW.
  • Ensure availability of system applications for MAXIMUS and state staff.
  • Maintain the LAN, Intranet and phone systems, including any applicable software and hardware.
  • Responsible for network security and privacy of protected health information and proprietary information belonging to MAXMUS or DPW.
  • Develop and generate management reports and other ad hoc reports, as needed.
  • Interpret reports to identify emerging trends or issues.
  • Review any problems reported by MAXIMUS or state staff regarding system hardware or software.
  • Develop and/or maintain various internal MAXIMUS databases.
  • Identify and assess new functional capabilities supporting engineering change proposals and additional follow on work.
  • Ensure the project is in compliance with MAXIMUS standards and procedures.
  • Ensure that all appropriate costs are included in quarterly forecasts.
  • Perform other duties as assigned by leadership.

Minimum Requirements:
  • Bachelor's degree in IT/Engineering, or equivalent.
  • Typically requires 2 to 4 years of related experience.
  • Accountable to oversee results of multi-functional project teams, but not responsible for P&L or business development.
  • Responsible for the administrative/operational leadership of a project within the program guidelines.
  • Ability to execute highly complex or specialized projects; adapts precedent and may make significant departures from traditional approaches to develop solutions.
  • Responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects.
  • Takes projects from original concept through final implementation.
  • Defines project scope and objectives.
  • Develops detailed work plans, schedules, project estimates, resource plans, and status reports.
  • Conducts project meetings and is responsible for project tracking and analysis.
  • Ensures adherence to quality standards and reviews project deliverables.
  • Manages the integration of vendor tasks and tracks and reviews vendor deliverables.
  • Provides technical and analytical guidance to project team.
  • Recommends and takes action to direct the analysis and solutions of problems.
  • Incumbent might also be company's expert on specific technologies.
  • Under general direction, responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects.
  • Takes projects from original concept through final implementation.
  • Defines project scope and objectives.
  • Develops detailed work plans, schedules, project estimates, resource plans, and status reports.
  • Conducts project meetings and is responsible for project tracking and analysis.
  • Ensures adherence to quality standards and reviews project deliverables.
  • Manages the integration of vendor tasks and tracks and reviews vendor deliverables.
  • Provides technical and analytical guidance to project team.
  • Recommends and takes action to direct the analysis and solutions of problems.
  • Incumbent might also be company's expert on specific technologies.
Education and Experience Requirements:
  • 4-6 years’ experience managing IT projects and implementing technical solutions in a contact center environment with at least 100 seats.
  • Experience in contact center solution design, architecture, and implementation.Expertise in technical planning, design, configuration, implementation, operations, modifications, and maintenance of all contact center technologies (including intelligent IVR, telecommunications, chatbot, Intelligent Automation, live chat, VOIP telephony, ACD, CRM, KM, and associated tools).Experience evaluating emerging contact center technologies, presenting recommendations to leadership, and implementing chosen technologies.
  • Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.
  • Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.
  • Certified CRM consultant with multiple CRM contact center implementations and strong knowledge of CRM functionality and configuration capabilities.
  • Experience creating and delivering contact center workflow solutions.Ability to provide systems integration expertise, develop code and document associated regression, use case, and unit testing scenarios, develop detailed deployment steps and packages, and support technical deployments and trainings.
  • Experience facilitating work sessions with business users to understand business processes and requirements
  • Ability to define and monitor compliance with applicable Copyright security, quality, and development requirements.

Home office Requirements:
  • Must have high-speed internet (minimum of 25 mbps) to work from home / remotely.
  • Must connect an Ethernet cable directly to the router (cannot connect via Wi-Fi or Hotspot)
  • Private and Secure workspace
MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment. EEO Statement: EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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