[Hiring] Operational Readiness Manager @Nymbus, Inc.

Role Description

The Operational Readiness Manager owns the operational and technical foundation of the Digital Experience Center (DXC), a multitenant contact center supporting multiple financial institution clients. The role holds end to end accountability for the Contact Center as a Service (CCaaS) platform, conversational and agentic AI solutions, IVR architecture, digital form infrastructure, knowledge management, and the operational readiness of every client environment the DXC supports. This is both an ownership and a delivery role.

• Sets standards, defines architecture, and makes configuration and design decisions across the DXC technology stack.
• Performs hands-on build work in the CCaaS platform, IVR scripting environment, and conversational AI platform.
• Serves as an operational point of contact for financial institution clients.
• Owns the vendor relationship for the contact center platform.
• Directs the work of the Operational Readiness Analyst.

Qualifications

• 5+ years of experience in contact center operations, platform administration, systems configuration, or a closely related technical operations field within a technology environment.
• Bachelor's Degree in Computer Science, Information Systems, or a related field.
• Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform.
• Demonstrated ability to translate business and client requirements into working system configuration.
• Experience managing vendor relationships, including escalation of defects and service issues.
• Strong written communication skills, including technical documentation, incident analysis, and client-facing correspondence.
• Ability to work independently and set priorities across concurrent technical and client commitments.
• Experience directing the work of others, whether through formal management or project leadership.
• Experience building on an enterprise conversational or agentic AI platform.

Requirements

• Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments.
• Design and maintain routing architecture, skills, queues, points of contact, hours of operation, agent capacity profiles, security profiles, and dispositions.
• Establish configuration standards and govern how changes are proposed, tested, approved, and deployed across a shared multitenant environment.
• Assess platform releases, evaluate new features, and determine which capabilities are adopted and how they are implemented.
• Own platform incident response, including investigation, impact assessment, workaround decisions, and post-incident review.
• Author root cause analyses for platform and virtual agent incidents and drive corrective actions to closure.
• Define and maintain operational frameworks such as incident severity scales, escalation paths, and readiness criteria.
• Design, build, and maintain IVR scripts and call flow architecture for all supported financial institution clients.
• Own routing logic including menu structures, DNIS assignments, transfer paths, business hour and holiday behavior, and failover handling.
• Govern the relationship between development and production script environments, including reconciliation and release control.
• Determine call flow design in partnership with clients, balancing containment, customer experience, and operational capacity.
• Maintain IVR documentation and call flow diagrams as the system of record for supported environments.
• Own end to end design, build, and maintenance of conversational and agentic AI solutions across DXC client environments.
• Design conversation architecture, including intent taxonomy, dialogue flows, multi-turn logic, context handling, slot filling, and disambiguation.
• Build and curate training data, including utterances, entities, lexicons, and synonyms specific to banking products.
• Configure knowledge sources for retrieval, including content ingestion, structuring, tagging, filtering, and client scoping.
• Design and tune prompts, model instructions, tone, and persona, and configure guardrails.
• Build agentic capabilities that take action on behalf of customers, including integrations with core and ancillary systems.
• Design identity verification and authentication flows within automated experiences.
• Define escalation and live agent handoff logic, including confidence thresholds and fallback behavior.
• Build and maintain automated experiences across channels, including web chat, messaging, and voice.
• Establish testing standards, including test utterance libraries, regression testing, and user acceptance criteria.
• Manage versioning and release control across development and production environments.
• Monitor performance including containment, intent recognition accuracy, and knowledge retrieval quality.
• Track AI model lifecycle and platform dependencies.
• Ensure automated experiences meet privacy, security, disclosure, and regulatory requirements.
• Own agent assist configuration, including knowledge cards and suggested responses.
• Partner with enterprise AI teams on technical direction and platform strategy.
• Own the architecture and build of electronic signature forms and client-facing web forms.
• Design form logic including conditional fields, validation rules, data standards, and recipient routing workflows.
• Translate client requirements and regulatory considerations into functional, compliant form builds.
• Maintain form libraries, templates, and reusable standards.
• Own the DXC knowledge management strategy, including content standards, taxonomy, structure, and governance model.
• Define how operational content is written, formatted, and organized.
• Administer the knowledge platform, including configuration, categories, user roles, permissions, and access controls.
• Establish review and approval workflows.
• Document DXC processes, procedures, and troubleshooting guidance.
• Own the DXC scope of new client implementations.
• Serve as the operational point of contact for financial institution clients.
• Gather and validate client requirements for DXC supported systems.
• Own DXC operational readiness for new client launches.
• Partner with Project Management Operations and other teams to align DXC readiness.
• Deliver client training and documentation on DXC supported platform functionality.
• Own client-facing operational communication for DXC systems.
• Own the vendor relationship for the CCaaS platform and related operational tooling.
• Drive escalation of platform defects and service issues.
• Submit and manage vendor support cases through resolution.
• Evaluate vendor performance and maintain incident history.
• Define what the DXC measures operationally and own the reporting that supports it.
• Analyze call volume, IVR containment, virtual agent performance, and operational trends.
• Translate operational data into recommendations for DXC leadership and financial institution clients.
• Direct the work of the Operational Readiness Analyst.
• Develop team capability through training, review, and progressive delegation of technical work.
• Define scope boundaries between Operational Readiness and adjacent teams.
• Perform other duties as assigned by management.

Benefits

• Base salary range: $75,000-$85,000 annually.
• Annual cash bonus and equity eligibility, if applicable.
• Remote Work Environment.
• Health, dental, and vision insurance, including HSA/FSA/DCA.
• 401(k) plan.
• Flexible time-off and company holidays.
• Additional paid volunteer day.
• Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance.
• Employee Assistance Programs [EAP].
• Wellness programs.
• Growth and development programs.