Senior Manager, Customer Experience Technology

Join Navan’s innovative Business Technology team as the Senior Manager of Contact Center Platforms . In this role, you will be the driving force behind the development and deployment of cutting‑edge technologies that revolutionize how we engage with our customers. You will lead a high‑performing technical team, translating business requirements into scalable solutions that enhance user experience, improve efficiency, and drive revenue growth. Navan offers a fast‑paced environment where you can get your hands dirty with complex architecture while mentoring a team of experts. If you have a deep understanding of the contact center ecosystem, a proven track record of shipping complex projects, and a passion for modernizing CX stacks, you’ll fit right in. What You’ll Do Team Leadership: Lead and mentor a technical team of engineers and analysts, overseeing staffing, performance management, and professional growth. Execution & Delivery: Drive the development, implementation, and maintenance of scalable, secure contact center platforms (ACD, IVR, Routing). Strategic Partnership: Collaborate closely with CX business leaders to align technical roadmaps with operational goals and customer needs. Vendor Management: Act as the primary technical point of contact for third‑party vendors, ensuring our stack (AWS Connect, Genesys, etc.) is optimized and cost‑effective. Governance & Security: Ensure all platforms remain compliant with global regulatory requirements, including GDPR and SOX. Optimization: Use data analytics to identify friction points in the customer journey and implement automated or technical solutions to resolve them. Resiliency: Maintain robust disaster recovery and business continuity plans to ensure zero downtime for our global support teams. What We’re Looking For Experience: 7+ years of experience in Business Technology or IT, with at least 3+ years in a leadership/management capacity specifically focused on contact center tech. Technical Depth: Deep expertise in modern contact center suites (e.g., AWS Connect, Genesys Cloud, or Five9) and their integration with CRMs like Salesforce. Domain Knowledge: Strong understanding of IVR logic, complex routing, Workforce Management (WFM), and Quality Management (QM) tools. Methodology: Proficiency in Agile and DevOps workflows; you know how to manage a sprint and maintain a clean deployment pipeline. Analytical Mindset: Ability to leverage tools like Tableau, Looker, or Snowflake to track platform performance and ROI. Communication: Exceptional ability to bridge the gap between "technical speak" and "business impact" for stakeholders and executives. Project Management: Proven ability to manage multiple high‑priority workstreams simultaneously in a high‑growth, "ship-fast" environment. #J-18808-Ljbffr Navan