Senior Level Center Coordinator Jobs
Senior level center coordinator jobs place experienced professionals at the helm of operations, driving program strategy, owning service outcomes, and guiding the teams that keep complex centers running. Openings are concentrated in Technology & Software, Consulting & Professional Services, and Healthcare & Medical Services, with 26% of roles offered on a remote or hybrid basis, and employers like Meta, Oracle, and Amazon hiring at this level now.
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At Holiday Inn Club Vacations, we believe in strengthening families. We look for people who demonstrate courage, caring, and creativity as we work to become the most loved brand in family travel. We are committed to growing our people, memberships, resorts, and guest love.
The Senior Manager, Contact Center Product & Engineering is accountable for the product roadmap, engineering delivery, and operational performance of HICV’s contact center technology platforms, including Genesys Cloud CX. This role combines product ownership, engineering leadership, Agile/Scrum delivery, and technical program management to deliver business-critical capabilities. The Senior Manager leads internal technology resources, including India-based engineering team members, and oversees managed service providers (MSPs) and implementation partners. The role partners closely with business leadership to prioritize demand, drive predictable delivery, and maintain platform reliability.
Product Ownership & Roadmap
- Own the contact center technology roadmap, product backlog, and demand intake across Sales, Marketing, Owner Support, Account Financial Services, and other business functions.
- Translate business requirements into user stories, acceptance criteria, dependencies, and prioritized delivery plans.
- Facilitate trade-off decisions based on business value, urgency, risk, capacity, and readiness; track outcomes and product performance.
- Lead internal technical and engineering resources, including India-based team members, and coordinate engineering execution across partner teams.
- Drive Agile/Scrum practices, including backlog refinement, sprint planning, daily coordination, sprint reviews, and retrospectives.
- Oversee technical delivery, architecture alignment, testing, business acceptance, release readiness, milestones, dependencies, and risks.
- Develop team capability, delivery standards, and continuous improvement practices.
- Serve as the primary technology partner for Contact Center, Sales, Marketing, Owner Support, and other stakeholders.
- Negotiate priorities, communicate realistic commitments, escalate risks, and provide executive-ready updates on delivery and operations.
- Oversee MSPs, Genesys Professional Services, and implementation partners, with clear ownership of service expectations, SLAs, SOW deliverables, handoffs, and issue resolution.
- Manage partner performance, vendor escalations, resource capacity, costs, and knowledge transfer to internal teams.
- Oversee operational reliability, incident and problem resolution, production support, releases, and change controls for Genesys Cloud CX and related contact center technologies.
- Monitor service trends and quality across IVR, call routing, telephony, inbound/outbound campaigns, integrations, reporting, and workforce-related capabilities.
- Identify automation, AI, efficiency, and customer experience improvement opportunities.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent practical experience.
- 8+ years of progressive experience in technology product ownership, engineering delivery, Agile/Scrum execution, or technical program management.
- At least 2 years of experience with contact center technologies such as Genesys Cloud CX or comparable platforms.
- Demonstrated experience maintaining product backlogs, leading Agile/Scrum delivery, coordinating complex technology initiatives, and overseeing engineering execution.
- Experience leading internal technical teams, including offshore or India-based delivery resources.
- Experience managing MSPs and external technology partners, including vendor performance and delivery commitments.
- Working knowledge of IVR, call routing, queues, telephony, integrations, and production operations.
- Strong stakeholder management, communication, prioritization, and problem-solving skills; accountability for complex, business-critical platforms.
- Direct Genesys Cloud CX experience; hands-on platform configuration is not required.
- Experience with large-scale customer contact centers, sales operations, Salesforce CRM integrations, cloud architecture, and APIs.
- Experience with Jira, Azure DevOps, or comparable Agile tools; CSPO, PSPO, CSM, PSM, SAFe, or comparable certification.
- Experience applying automation or AI to contact center operations and customer experience.
Own outcomes rather than simply coordinate activities; balance business priorities, engineering capacity, and operational reliability; lead distributed US, India, and external partner teams; hold MSPs accountable while strengthening internal engineering capability.
Work Schedule
The role may require flexibility outside standard business hours to support critical contact center operations, major releases, escalations, and coordination with internal and external service providers. Specific on-call expectations, if any, will be defined by the department. This is an on site position.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
At Holiday Inn Club Vacations, we believe in strengthening families. We look for people who demonstrate courage, caring, and creativity as we work to become the most loved brand in family travel. We are committed to growing our people, memberships, resorts, and guest love.
The Senior Manager, Contact Center Product & Engineering is accountable for the product roadmap, engineering delivery, and operational performance of HICV’s contact center technology platforms, including Genesys Cloud CX. This role combines product ownership, engineering leadership, Agile/Scrum delivery, and technical program management to deliver business-critical capabilities. The Senior Manager leads internal technology resources, including India-based engineering team members, and oversees managed service providers (MSPs) and implementation partners. The role partners closely with business leadership to prioritize demand, drive predictable delivery, and maintain platform reliability.
Product Ownership & Roadmap
- Own the contact center technology roadmap, product backlog, and demand intake across Sales, Marketing, Owner Support, Account Financial Services, and other business functions.
- Translate business requirements into user stories, acceptance criteria, dependencies, and prioritized delivery plans.
- Facilitate trade-off decisions based on business value, urgency, risk, capacity, and readiness; track outcomes and product performance.
- Lead internal technical and engineering resources, including India-based team members, and coordinate engineering execution across partner teams.
- Drive Agile/Scrum practices, including backlog refinement, sprint planning, daily coordination, sprint reviews, and retrospectives.
- Oversee technical delivery, architecture alignment, testing, business acceptance, release readiness, milestones, dependencies, and risks.
- Develop team capability, delivery standards, and continuous improvement practices.
- Serve as the primary technology partner for Contact Center, Sales, Marketing, Owner Support, and other stakeholders.
- Negotiate priorities, communicate realistic commitments, escalate risks, and provide executive-ready updates on delivery and operations.
- Oversee MSPs, Genesys Professional Services, and implementation partners, with clear ownership of service expectations, SLAs, SOW deliverables, handoffs, and issue resolution.
- Manage partner performance, vendor escalations, resource capacity, costs, and knowledge transfer to internal teams.
- Oversee operational reliability, incident and problem resolution, production support, releases, and change controls for Genesys Cloud CX and related contact center technologies.
- Monitor service trends and quality across IVR, call routing, telephony, inbound/outbound campaigns, integrations, reporting, and workforce-related capabilities.
- Identify automation, AI, efficiency, and customer experience improvement opportunities.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent practical experience.
- 8+ years of progressive experience in technology product ownership, engineering delivery, Agile/Scrum execution, or technical program management.
- At least 2 years of experience with contact center technologies such as Genesys Cloud CX or comparable platforms.
- Demonstrated experience maintaining product backlogs, leading Agile/Scrum delivery, coordinating complex technology initiatives, and overseeing engineering execution.
- Experience leading internal technical teams, including offshore or India-based delivery resources.
- Experience managing MSPs and external technology partners, including vendor performance and delivery commitments.
- Working knowledge of IVR, call routing, queues, telephony, integrations, and production operations.
- Strong stakeholder management, communication, prioritization, and problem-solving skills; accountability for complex, business-critical platforms.
- Direct Genesys Cloud CX experience; hands-on platform configuration is not required.
- Experience with large-scale customer contact centers, sales operations, Salesforce CRM integrations, cloud architecture, and APIs.
- Experience with Jira, Azure DevOps, or comparable Agile tools; CSPO, PSPO, CSM, PSM, SAFe, or comparable certification.
- Experience applying automation or AI to contact center operations and customer experience.
Own outcomes rather than simply coordinate activities; balance business priorities, engineering capacity, and operational reliability; lead distributed US, India, and external partner teams; hold MSPs accountable while strengthening internal engineering capability.
Work Schedule
The role may require flexibility outside standard business hours to support critical contact center operations, major releases, escalations, and coordination with internal and external service providers. Specific on-call expectations, if any, will be defined by the department. This is an on site position.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
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Find JobsSenior Level Center Coordinator Job Market
Who's Hiring
- Meta13
- Oracle11
- Amazon11
- Jobot8
- Delta Electronics (Americas)8
Top Industries Hiring
- Technology & Software56
- Consulting & Professional Services37
- Healthcare & Medical Services29
- Education21
- Construction & Real Estate18
Senior Level Center Coordinator Jobs: Frequently Asked Questions
How do I get a senior level center coordinator job?
Employers at this level look for candidates who have already owned outcomes, not just supported them. Highlight experience leading multi-stakeholder projects, improving operational processes, and mentoring junior staff. A strong application demonstrates that you can set direction independently, resolve escalated issues without supervision, and translate organizational goals into day-to-day center performance.
Which companies hire senior level center coordinators?
Companies hiring senior level center coordinators right now include Meta, Oracle, and Amazon, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from larger organizations with multi-site operations, healthcare systems, and established nonprofits that need experienced coordinators to manage complexity and lead center teams.
Are there remote senior level center coordinator jobs?
Yes, though availability varies by industry and employer. About 26% of senior level center coordinator openings are remote or hybrid as of November 2026, with remote roles more common in administrative, case management, and program coordination functions than in roles tied to physical facility oversight.
What makes a center coordinator role senior level?
Senior level center coordinator roles are defined by ownership and scope. Where mid-level coordinators execute established processes, senior coordinators design them, manage cross-functional relationships, and are accountable for center-wide performance. These roles typically include mentoring junior staff, contributing to budget planning, and serving as the primary decision-maker when leadership is not present.
Which industries hire the most senior level center coordinators?
Senior Level center coordinator roles concentrate in Technology & Software, Consulting & Professional Services, and Healthcare & Medical Services, based on current listings on Migrate Mate as of November 2026. These sectors tend to drive hiring at this level because they operate high-volume service environments where experienced coordinators are needed to maintain quality, compliance, and consistent outcomes across large teams or multiple locations.