IT Application Manager - Contact Center Platform

At BOK Financial, our success starts with our incredible talent, and we are looking for an IT Application Manager for our contact center technology team.  This role will lead and manage our technical resources to deliver solutions for our customers and business lines.    This is an opportunity to play an essential role and quickly make an impact through advancing customer experiences through advanced technology.  Bring your passion for team building, technical support, and development. It’s an exciting time to join us!   

Job Description

This role is responsible for orchestrating project / product delivery and platform operations for the Contact Center Platform team.  The role will include the formulation and delivery of contact center products and services to attain greater value to customers and business lines.   This is an essential role in advancing customer experiences and capabilities, and contributing to the future strategic direction of our contact center channels at BOKF.

Team Culture

Our mission is to empower our company, teammates and customers through the delivery of resilient and customer-centric technology. We achieve this by leveraging our expertise in technology and deep understanding of our business units.

How You'll Spend Your Time

• You will oversee the formulation and execution of contact center projects / product delivery efforts to create value to customers and business lines.

• You will recruit, encourage, coach, and equip team members for team success and individual growth   

• You will manage the effective ongoing operations delivery of contact center platforms to ensure operational soundness

• You will collaboratively build trusted relationships and share guidance and advice to business and IT partners 

• You will contribute to strategy initiatives to align with organizational objectives and goals

Education & Experience Requirements

This level of knowledge is normally acquired through completion of a Bachelor’s Degree in Computer Science, Information Systems, or related field and 7-10 years of directly related professional experience or equivalent combination of education and experience and at least 5 years of management experience overseeing one or more teams of technical professionals or equivalent combination of education and experience. 

Knowledge

• Knowledge of contact center or contact center as a service (CCaaS), especially Five9 

• Application concepts (security, database, network, architecture, infrastructure) especially in cloud environments

• Agile methodologies (such as Scrum) and project management methodologies 

• Knowledge of IT product management practices is a strong plus

Skills

• 5+ years of experience in managing and leading IT application teams

• 5+ years of experience in managing/leading complex IT projects

• Seasoned people manager and effective delegator that is driven to deliver results

• Experience in effectively managing partner/vendor relationships

Abilities

• Passion for working with teams to deliver solutions to complex business and technical challenges

• Organized, adaptable, and solution-oriented 

• Ability to assess, coach and grow the talent of our teams

• Ability to build trusted relationships and promote a culture of collaboration with business and technical teams