Contact Center Technology Manager (8x8 Platform)

About the Role

We are looking for a hands-on Contact Center Technology Manager to own our 8x8 Contact Center platform end to end. This is the single point of accountability for everything the platform touches — agent provisioning and licensing, IVR and call-routing logic, skills-based routing, queues, integrations, quality management, compliance, and reporting.

You will be the technical authority behind the customer and member experience: when call volume spikes, when a new queue is needed overnight, when leadership wants the numbers, or when a compliance audit comes knocking, you are the person who makes it happen. This role sits at the intersection of operations, IT, and customer experience, and is ideal for someone who thinks in systems, automates relentlessly, and can translate operational needs into platform configuration.

What You'll Own

Platform Administration & Configuration

• Serve as the primary administrator for the 8x8 Contact Center platform, including the Configuration Manager, Admin Console, and all CX channels (voice, chat, email, SMS, and social).
• Own platform architecture decisions: queues, channels, business hours, holiday schedules, number management, and SIP/trunking configuration.
• Manage platform releases, feature rollouts, and 8x8 product updates; evaluate new capabilities (Conversational AI, Speech Analytics, Auto Dialer) for fit and ROI.
• Maintain configuration documentation, change logs, and a controlled change-management process.

User & License Management

• Provision, modify, and deprovision agents, supervisors, and admins across Agent Workspace and Supervisor Workspace.
• Manage license allocation and seat utilization; right-size licensing to control cost.
• Administer roles, permissions, profiles, and SSO/identity integration.
• Build and maintain onboarding/offboarding workflows so new hires are call-ready on day one.

IVR & Call Routing

• Design, build, test, and optimize IVR scripts and call flows using the 8x8 Script Editor.
• Architect inbound and outbound routing logic, including overflow, callback, after-hours, and disaster-recovery routing.
• Continuously tune routing to reduce abandonment, balance load, and shorten handle times.
• Rapidly stand up new flows in response to operational events (e.g., network transitions, product launches, seasonal volume).

Skills & Workforce Configuration

• Build and maintain skills, proficiency levels, and skills-based routing rules.
• Align skill configuration with team structure, queues, and service-level targets.
• Partner with workforce management on staffing, scheduling inputs, and adherence.

Compliance & Security

• Configure and enforce compliance controls: call recording, DTMF/PCI masking, consent capture, and data-retention policies.
• Support HIPAA, PCI-DSS, and TCPA requirements relevant to a regulated contact center environment.
• Maintain recording storage, access controls, and audit trails; support internal and external audits.
• Partner with Legal/Compliance and IT Security on data handling, encryption, and incident response.

Reporting & Analytics

• Own 8x8 Analytics for Contact Center — build and maintain real-time dashboards, wallboards, and historical reporting.
• Deliver actionable reporting to leadership on SLA, ASA, AHT, abandonment, occupancy, FCR, CSAT, and cost-per-contact.
• Translate raw platform data into insight: identify bottlenecks, forecast volume, and recommend operational changes.
• Build automated, scheduled reporting so stakeholders get the numbers without asking.

Integrations & Automation

• Manage integrations between 8x8 and CRM/business systems (Salesforce, HubSpot, Zendesk, MS Dynamics, ticketing/portal tools).