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FLEX Senior Manager, ACD / IVR Technology
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Job Number25180094
Job CategoryInformation Technology
LocationMarriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814
ScheduleFull Time
Located Remotely?Y
Position Type Management
Pay Range: $47.30-$78.31 per hour
Expiration Date: 11/24/2025
This is a temporary position.
The FLEX Sr. Manager, ACD / IVR Technology is part of the Digital Channels and Enterprise Platforms technology team responsible for owning the ACD / IVR strategy, product backlog, and roadmap. The ideal candidate has deep knowledge and experience in call center operations, ACD & IVR solutions, integrations with ServiceNow, and virtual agent chatbots. This position plays a critical role in defining and executing the strategic direction of the hosted Amazon Connect platform, ensuring alignment with business goals and stakeholder requirements. Strong communication skills and the ability to work in a highly matrixed environment are essential for success in this role.
Required Qualifications:
Undergraduate degree or equivalent experience / certification
5+ years experience in call center technology, ACD / IVR systems, or related fields
Demonstrated ability to translate stakeholder needs into technology requirements and influence appropriate courses of action
Experience managing product backlogs and roadmaps
Excellent communication, organizational and stakeholder management skills
Key Responsibilities:
Strategy & Roadmap: Define and maintain the strategic direction and roadmap for ACD / IVR technologies, ensuring alignment with organizational goals and customer experience objectives.
Product Ownership: Manage the product backlog for ACD / IVR solutions, prioritizing features and enhancements based on business needs and stakeholder input.
Requirements Gathering: Collaborate with key stakeholders to document detailed business requirements and translate them into actionable technical specifications.
Vendor Management: Serve as the primary liaison with the external vendor managing the hosted Amazon Connect solution, ensuring timely and accurate communication of requirements and priorities.
Implementation Management: Lead the implementation of new feature sets from initial analysis through requirements gathering. Partner with managed vendors on system design, testing, and deployment.
Integration Oversight: Oversee integrations between ACD / IVR systems and other platforms such as ServiceNow and virtual agent chatbots to ensure seamless operation and data flow.
Documentation: Maintain comprehensive documentation of system configurations, business processes, and technical specifications.
Performance Monitoring: Monitor system performance and user feedback to identify opportunities for improvement and optimization.
Preferred Qualifications:
Experience with ServiceNow integrations and virtual agent chatbot technologies
Strong understanding of Amazon Connect platform and hosted contact center solutions
Familiarity with speech recognition, natural language IVR, or AI-driven contact center solutions.
Familiarity with Jira Software for backlog and project management
Relevant certifications (e.g., ITIL v4) in Service Desk Technologies or related areas
Strong problem-solving skills and attention to detail
Ability to work independently and collaboratively in a team environment
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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