Senior Level Contact Representative Jobs
Senior level contact representative jobs center on owning complex casework, guiding resolution strategy, and leading the teams or programs that keep service delivery consistent. With 44% of openings remote or hybrid, roles cover Technology & Software, Hospitality & Tourism, and Consulting & Professional Services, with employers like Holiday Inn Club Vacations, EXL, and HDR 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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Top Industries Hiring
- Technology & Software
- Hospitality & Tourism
- Consulting & Professional Services
- Energy
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Senior Level Contact Representative Jobs: Frequently Asked Questions
How do I get a senior level contact representative job?
Employers at this level look for candidates who have handled high-complexity cases independently, coached junior staff, and improved processes rather than just followed them. Highlight specific outcomes you owned, such as reducing resolution times or leading a team through a system transition. Strong written communication, policy fluency, and a history of working across departments give candidates a clear edge.
Which companies hire senior level contact representatives?
Companies hiring senior level contact representatives right now include Holiday Inn Club Vacations, EXL, and HDR, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from large federal agencies, healthcare systems, and financial services firms that require experienced professionals to manage escalated inquiries and lead service teams.
Are there remote senior level contact representative jobs?
Yes, though availability varies by employer and function. About 44% of senior level contact representative openings are remote or hybrid as of November 2026, reflecting broad adoption of flexible work in customer service and government-adjacent roles. Fully remote positions at this level often require demonstrated self-direction and experience managing distributed workflows or remote team members.
What makes a contact representative role senior level?
Senior level contact representative roles carry a scope that mid-level roles do not: ownership of the most complex or sensitive cases, responsibility for quality assurance, and an expectation that you will mentor or guide other representatives. Employers expect candidates to shape procedures, not just execute them, and to serve as the escalation point when standard protocols fall short.
Which industries hire the most senior level contact representatives?
Senior Level contact representative roles concentrate in Technology & Software, Hospitality & Tourism, and Consulting & Professional Services, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because they handle high volumes of regulated, sensitive, or legally consequential constituent and customer interactions that require experienced professionals to manage and oversee.