Sr. Manager, Contact Center Product & Engineering

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.

Key Responsibilities:
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.
Engineering Leadership & Agile Delivery
• 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.
Business Partnership & Stakeholder Management
• 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.
MSP & Vendor Management
• 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.
Platform Operations & Continuous Improvement
• 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.
Preferred Qualifications
• 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.
Leadership Expectations
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.