Contact Center Technology Manager

Role Snapshot

Our Contact Center Technology Manager is responsible for developing and executing the strategy, implementation, and maintenance of the organization’s Contact Center Technology platforms, including on-premises and cloud environments. This role ensures secure, reliable, and scalable telecommunications system operations, aligning with WPS business objectives while mitigating risks related to security, performance, compliance, and vendor dependencies. They will help support operations staff and oversee third-party vendor relations, resources, and performance including SLA compliance and contractual enforcement.

Salary Range

$120,000 ~ $145,000

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

Work Location Our first consideration will be to have this new employee live in the state of Wisconsin to take advantage of Hybrid work and collaboration. Employees living within 45 miles of our WPS Headquarters ( 1717 W. Broadway in Madison, WI) will be expected to be able to be able to work Hybrid 3 days a week on a regular basis.

• As a secondary consideration, we do offer remote work in the following approved states :

Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin

How do I know this opportunity is right for me? If you :

Minimum Qualifications

Extensive knowledge of both on-prem and cloud hosting solutions for Contact Center technologies, particularly call center operations requirements including : Strong analytical, communication, and stakeholder management skills.

Strong knowledge of system monitoring tools and performance tuning.

Solid knowledge of vulnerability management.

Solid knowledge of capacity planning and performance tuning of telecommunication hosting solutions.

Solid knowledge of network operations, network security, and network architecture related to the enterprise telecommunication services.

Solid understanding of backup / restore practices, and disaster recovery planning to ensure call center SLAs are met.

Preferred Qualifications

Remote Work Requirements

Benefits

Who We Are

is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly . Proud to be military and veteran ready.

Culture Drives Our Success

WPS’ culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce—both current and future—to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace :

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This position may from time to time provide support to federal health care programs and other governmental or regulated industries. In accordance with law and / or contractual requirements, individuals in this role are or may be subject to all applicable federal regulations, agency contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity. WPS and its personnel are subject to mandatory enhanced screening and background investigation prior to being granted access to information systems and / or sensitive data in order to safeguard regulated information and government resources that provide critical services.