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LouisianaNOW.Jobs
LouisianaNOW.Jobs
51 – 200 Employees
MarketplaceRecruitment
LouisianaNOW.Jobs is a Louisiana-focused jobs portal and talent attraction platform that connects job seekers with employers, career opportunities, and regional economic developments. The site brings together job listings, information about hiring employers and industry sectors, community profiles, and career advice to help people explore work across the state. It also highlights Louisiana’s growing industries and employer investment activity, making it a resource for candidates considering careers in the region and organizations seeking to attract local talent.
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Manager, Customer Experience Platforms — Louisiana Remote

Lead customer experience platforms, CCaaS delivery, automation, and vendor strategy in support of GDIT’s technology and U.S. government mission services.

USUnited StatesLALouisiana
$121,125 – $163,875 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support
CloudITSMRPAServiceNow

Description

  • Direct the Customer Experience Platforms function and manage delivery of CCaaS services
  • Act as the primary management liaison for service agreements
  • Oversee daily operating relationships between service delivery teams and mission customers
  • Allocate resources to support effective service delivery and resolve issues under established procedures and service-level requirements
  • Collaborate with strategy, finance, human resources, supply chain, executives, organizational leaders, vendors, and customers
  • Design and implement process improvements that strengthen effectiveness, efficiency, performance, and customer experience
  • Administer the service-area budget and oversee CCaaS financial management
  • Assess customer feedback and develop improvements to service quality and delivery
  • Maintain system availability through sound design practices, testing, controlled promotion, and root cause analysis
  • Create and advance service roadmaps with organizational leaders, executives, and vendor partners
  • Direct the development of marketing toolkits, platform demonstrations, white papers, and recommendation materials
  • Estimate workload and prioritize requests for the individual and team
  • Reduce operational risk and inefficiency across people, processes, and technology
  • Develop, recommend, and execute sales strategies and tactics
  • Contribute to capture and business development activities, including proposals, RFIs, and white papers
  • Manage strategic vendor relationships, negotiate product pricing, coordinate technology roadmaps, and uncover opportunities
  • Forecast volumes and staffing requirements, approve vendor invoices, and verify monthly labor reports
  • Reconcile projected customer demand with annual budget expectations

Requirements

  • Bachelor’s degree in computer science, software engineering, or a related discipline
  • At least five years of experience with contact center or service desk technology
  • At least two years of experience managing people
  • Strong analytical and organizational capabilities
  • Excellent communication skills with experience in client-facing consulting
  • Demonstrated intellectual curiosity and dedication to continued professional development
  • Experience delivering conversational AI and chatbot solutions, virtual agents, intelligent routing, KCS, RPA or agentic automation, workflow automation platforms, Agent Assist capabilities, and predictive analytics or reporting
  • Strong knowledge of ITSM and contact center performance measures, including call deflection, FCR, MTTR, self-service adoption, CSAT, agent utilization or productivity, and AHT
  • Experience with Amazon Connect, Lex, Bedrock, Google CCAI, Vertex, Gemini, NICE CXone, FreshWorks, Genesys, ServiceNow, NowAssist, Moveworks, BMC Remedy or Helix, Microsoft Dynamics, Salesforce Service Cloud, and multifactor authentication solutions
  • Ability to obtain and maintain a Top Secret security clearance
  • U.S. citizenship required

Benefits

  • Multiple comprehensive medical plan options, including Health Savings Account plans
  • Dental plan options
  • Vision coverage
  • 401(k) plan offering pre-tax and post-tax contributions with company matching
  • Full-flex work weeks
  • Paid vacation, sick, personal, holiday, parental, military, bereavement, and jury duty leave
  • Typically 15 days of paid leave per calendar year
  • Ten paid holidays each year
  • Up to 160 hours of paid family leave during a rolling 12-month period for eligible employees
  • Short- and long-term disability coverage
  • Life insurance
  • Accidental death and dismemberment insurance
  • Personal accident insurance
  • Critical illness insurance
  • Business travel and accident insurance
  • AI-powered career tools that identify career paths and learning opportunities
  • Internal mobility team
  • Wellness packages
  • Competitive compensation
  • Award-winning culture of innovation
  • Military-friendly workplace

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