Technical Release Manager - Ztek Consulting INC

We are seeking a highly skilled Technical Delivery Manager with expertise in Contact Center solutions, specifically focusing on Agent Assist technologies built on the AWS stack.
The ideal candidate will lead technical teams to deliver innovative solutions that enhance agent productivity and improve customer experiences.

Key Responsibilities:

Project Management:
Oversee the planning, execution, and delivery of Contact Center Agent Assist projects on the AWS platform.
Manage project timelines, budgets, and resources to ensure successful completion of initiatives.

Technical Leadership:
Collaborate with cross-functional teams, including software engineers, data scientists, and product managers, to design and implement Agent Assist solutions.
Serve as the primary technical point of contact for internal and external stakeholders.

Solution Development:
Guide the architecture and design of Agent Assist technologies leveraging AWS services (e.g., AWS Lambda, Amazon Lex, Amazon Connect).
Ensure solutions meet business requirements and align with best practices for cloud development.

Stakeholder Management:
Communicate effectively with stakeholders to gather requirements, provide updates, and manage expectations.
Foster strong relationships with customers, understanding their needs and driving customer satisfaction.

Quality Assurance:
Implement best practices for quality assurance and testing to ensure high-quality deliverables.
Monitor project performance and make adjustments as necessary to achieve goals.

Continuous Improvement:
Analyze project outcomes to identify areas for improvement and implement lessons learned in future projects.
Stay updated on industry trends and AWS advancements to leverage new technologies for Agent Assist solutions.

Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field; a Master's degree is a plus.
5+ years of experience in project management, with a focus on contact center technologies and AWS.
Proven experience in delivering technical solutions in a cloud environment, preferably with AWS.
Strong understanding of Contact Center solutions, including Agent Assist technologies, AI/ML integrations, and customer experience strategies.
Excellent leadership and team management skills, with the ability to mentor and guide technical teams.
Strong analytical and problem-solving skills, with a focus on delivering innovative solutions.
Exceptional communication and interpersonal skills.

ABOUT Ztek:

Website:www.ztekinc.com

Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek's diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.

Disclaimer:

Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hrd@ztekinc.com Please indicate the specifics of the assistance needed. Ztek encourages all interested and qualified candidates to apply for employment opportunities. Ztek does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.