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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing customer engagement and agent platforms, with a strong focus on operational workflows, AI implementation, and vendor management. Capable of driving performance improvements and aligning platform capabilities with business strategies.
Highest-signal resume keywords
Platform ManagementAI ImplementationVendor ManagementOperational WorkflowsChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CRM ManagementEngagement PlatformsWorkflow OptimizationPerformance ImprovementAI CapabilitiesCross-Functional InitiativesStructured ProcessesPlatform ConfigurationContact Center ManagementTelephony/IVR Systems
Soft Skills
Strategic OversightCollaborationRelationship ManagementExecution DisciplineProblem Solving
Tools & Technologies
ZendeskMessaging PlatformsTelephony ProvidersAI ToolsAutomation Solutions
Industry Keywords
Customer EngagementAgent PlatformsOperational GoalsPerformance MetricsBPO Operations
About the role
Key responsibilities & impact- Own the performance and effectiveness of customer engagement and agent platforms (SMS, email, voice/IVR, CRM, workflow systems)
- Ensure platforms are aligned to business strategy, operational workflows, and performance goals
- Operate as the primary owner of platform outcomes within operations, with end-to-end accountability for performance and continuous improvement
- Identify opportunities to enhance platform capabilities and improve operational outcomes
- Identify and implement opportunities to leverage AI and automation within customer engagement and agent platforms to improve efficiency and customer experience
- Establish and manage structured intake, prioritization, backlog and change management processes for platform enhancements
- Ensure platform changes are executed in a controlled, scalable, and well-documented manner
- Drive implementation and adoption of AI-enabled features (e.g., chat automation, intelligent routing, agent assist) within platform configurations
- Manage relationships with platform vendors and partners (e.g., Zendesk, messaging platforms, telephony providers)
- Ensure vendor performance aligns with operational needs and priorities
- Evaluate and implement enhancements or new capabilities as appropriate
- Serve as the operations and / or lead for vendor lifecycle management, including platform evaluations, migrations, contract renewals, and ongoing vendor performance management
- Partner closely with Operations Strategy, Analytics, and business leaders to align platform capabilities with business priorities
- Coordinate with Product and Engineering teams as needed for system enhancements and integrations
- Act as a bridge between business needs and platform execution
- Provide strategic oversight of workforce management and dialer operations to ensure alignment with platform strategy and business demand
- Partner with Agent Systems & Operations leadership to coordinate capacity, execution, and system behavior
- Ensure alignment between workforce planning, platform configuration, and customer engagement strategy
- Support development of scalable execution models, including BPO-supported intraday operations
- Platforms are clearly owned, well-managed, and aligned to business priorities
- Platform changes are executed through structured, consistent intake and change management processes
- Customer engagement and agent workflows are continuously optimized
- Workforce execution is aligned with platform strategy and demand
- Vendor partners are accountable and aligned with operational goals
- AI and automation capabilities are effectively leveraged within platforms to improve efficiency, customer experience, and scalability
- The team operates with clear priorities, ownership, and strong execution discipline
Requirements
What you’ll need- 8–12+ years of experience in operations, platform management, or related roles
- Experience owning and managing engagement, CRM, or contact center platforms / vendors (e.g., Zendesk, messaging platforms, telephony/IVR systems)
- Demonstrated experience establishing structured processes (intake, prioritization, change management)
- Strong understanding of operational workflows and customer/agent experience
- Experience managing platform configuration and workflow optimization
- Demonstrated experience identifying and implementing AI capabilities and tools
- Experience driving cross-functional initiatives in complex environments
Benefits
Comp & perks- Pre-tax and post-tax retirement savings plans with a competitive company matching program
- Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
- Multiple health care plans to choose from, including dental and vision options
- Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
- Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
- Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!