Senior Technical Manager

Overview

The Work

The Senior Technical Manager serves as the primary technical liaison between the Vendor's technical teams and the Exchange. This role ensures that technical questions, issues, and solutions are addressed promptly to maintain service continuity and meet Service Level Agreements (SLAs). The Technical Manager is responsible for system configuration, compliance with data security protocols, and support during system integration, testing, and implementation phases. By leveraging technical expertise, the Senior Technical Manager facilitates deployments, enhances customer interaction tools, and ensures the effective delivery of technical services aligned with the Exchange's goals.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key Responsibilities

• Serve as the primary technical point of contact between the Vendor and the Exchange, managing communications regarding technical requirements, issues, and solutions.
• Ensure all technical SLAs, as detailed in the contract, are met or exceeded, with appropriate reporting and escalation.
• Collaborate with the Exchange to support the development, deployment, and optimization of CRM, telephony, and other customer-focused tools.
• Support implementation phases by monitoring system readiness, leading testing efforts, and verifying the alignment of technical deliverables with project goals.
• Troubleshoot and resolve technical errors related to account management processes, such as password resets and security configurations.
• Monitor, analyze, and report on API interactions between Exchange systems and contractor technologies, addressing discrepancies where necessary.
• Conduct regular audits and reviews to ensure compliance with all data security and privacy protocols, adhering to established standards.
• Manage technical aspects of workforce management software, ensuring alignment with communication methodologies and the Exchange’s workflows.
• Oversee tool integration efforts, including Reporting and Analytics tools and Workforce Management platforms, to ensure seamless operations and compatibility.
• Prepare documentation and deliverables such as the Technical Implementation Plan, System Testing Results, and Post-Implementation Stabilization Plans.
• Participate in system update support activities, including release meetings, testing, and defect resolution.
• Provide technical guidance during escalations requiring advanced resolution, collaborating with teams to resolve issues efficiently.
• Coordinate with other Key Staff roles to ensure technical aspects of the project align with operational and service delivery goals.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

Minimum Skills

Desired Qualifications

Our Commitment to you / overview of benefits

Reports to : Account Manager

Working Conditions

Other Duties : This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $60,000.00 - USD $110,000.00 / Yr.

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Location

US-

ID

103626

Category

Information Technology

Position Type

Full-Time Salary Exempt

Remote

Yes

Clearance Required

None

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