Job Description:

Job Summary

The Application Manager will be responsible for the organization's portfolio of business applications across various departments. This will include development, implementation, upgrades, daily management, and maintenance, Stakeholder management, application availability, system and people performance will be part of the critical responsibilities.

Job Description

Job Summary:

The IT Application Manager for CCaaS (Contact Center as a Service) and CRM (Customer Relationship Management) Systems is responsible for overseeing, managing, and supporting the organization's contact center and customer relationship platforms.

This role involves maintaining, enhancing, and optimizing the CCaaS and CRM systems to ensure high-quality and modern service delivery, streamlined customer interactions, and seamless integration with other business applications. The ideal candidate will work closely with IT, operations, and business stakeholders to align technology solutions with organizational goals and customer needs.

Job Responsibilities:

• Provide leadership and direction to a team of professionals responsible for managing applications.


• Set clear goals, objectives, and performance expectations for the team


• Coach, mentor, and develop team members, enabling their professional growth.


• Oversee day-to-day operations of CCaaS and CRM applications, ensuring reliability, performance, and security.


• Collaborate with product owners, business analysts, and stakeholders to define and prioritize the product roadmap and deliverables.


• Establish and enforce application governance practices, including change management, release management, and documentation.


• Monitor application performance, availability, and scalability, taking proactive measures to optimize performance and minimize downtime.


• Identify and implement optimizations, upgrades, and configurations to enhance system efficiency and functionality.


• Act as a liaison between IT and other business units, facilitating effective communication and understanding.


• Coordinate with IT teams and stakeholders for smooth project execution and post-launch support.


• Identify opportunities to enhance existing applications or introduce new technologies to drive business efficiency and innovation.


• Work with business intelligence and analytics teams to generate meaningful reports and insights on customer interactions, system usage, and performance metrics.


• Collaborate with the IT leadership team to define and execute the IT roadmap, aligning it with business objectives.


• Foster a culture of continuous improvement within the team, encouraging innovative ideas and process enhancements.

Basic Qualifications:

Education

• Bachelor's degree in computer science, Information Technology, Business Administration or related field.

Relevant Work Experience

• At least 3 years in a leadership/supervisory role, managing or administering CCaaS, CRM, or other enterprise application systems.


• Proven track record of managing and implementing CCaaS or CRM solutions (e.g., Microsoft Dynamics, Genesys, Salesforce).


• Relevant certifications (e.g., Genesys Cloud, Microsoft Dynamics 365 Certification, Salesforce Certified Administrator) are a plus.

Additional

• Performed leadership roles in 2 or more technology projects and have experience leading a team of 6~8 people.


• Experience with contact center operations, customer service processes, and related technologies (e.g., IVR, call routing, ticketing systems).


• The candidate should have a solid understanding of data, automation, and modern app development, as well as experience working with business partners.


• Knowledge of Industry best practices pertaining to contact center technologies and management.


• Excellent problem-solving, communication, and stakeholder management skills.


• Able to work in a fast-paced environment and manage multiple projects.


• Good written and verbal communications skills.


• Some domestic and international travel may be required.

DISCLAIMER

All duties and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.

Every day, we’re focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what’s right to delivering business results, together, we’re better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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