Operational Readiness Manager

Job Description

Job Description:\n\nAbout Nymbus\nNymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today's digital marketplace. At Nymbus, we're revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won't just be part of a tech revolution; you'll be at the forefront of it, driving innovation and delivering exceptional client experiences. \nNymbus is building the next generation of fintech platforms, and that takes people who are ready to challenge convention, move with purpose, and reimagine what's possible. We operate with an AI-first mindset across our business, continuously improving how we work, and the value we deliver to our clients. \nWe want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers. The journey to growth begins with doing something different. And that journey starts with the great people who make Nymbus.\nWe challenge the status quo, question assumptions, and work together to turn bold ideas into meaningful progress. \n \nThe Opportunity\nThe 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. The manager sets standards, defines architecture, and makes configuration and design decisions across the DXC technology stack, while also performing hands on build work in the CCaaS platform, IVR scripting environment, and conversational AI platform, where the manager is the primary builder of automated customer experiences. The role serves as an operational point of contact for financial institution clients, owns the vendor relationship for the contact center platform, and directs the work of the Operational Readiness Analyst. \nThe position sits at the intersection of platform administration, solution design, client delivery, and process governance. Success requires deep technical fluency across multiple systems, sound judgment in a shared multitenant environment where a single change can affect several financial institutions, and the ability to translate client requirements into working configuration.\nWhat You Will Own\n1. CCaaS Platform Ownership \n\n Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments.\n Design and maintain routing architecture, skills, queues, points of contact, hours of operation, agent capacity profiles, security profiles, and dispositions.\n Establish configuration standards and govern how changes are proposed, tested, approved, and deployed across a shared multitenant environment.\n Assess platform releases, evaluate new features, and determine which capabilities are adopted and how they are implemented.\n Own platform incident response, including investigation, impact assessment, workaround decisions, and post incident review.\n Author root cause analyses for platform and virtual agent incidents and drive corrective actions to closure.\n Define and maintain operational frameworks such as incident severity scales, escalation paths, and readiness criteria. \n\n \n2. IVR Architecture and Development \n\n Design, build, and maintain IVR scripts and call flow architecture for all supported financial institution clients. \n Own routing logic including menu structures, DNIS assignments, transfer paths, business hour and holiday behavior, and failover handling.\n Govern the relationship between development and production script environments, including reconciliation and release control.\n Determine call flow design in partnership with clients, balancing containment, customer experience, and operational capacity.\n Maintain IVR documentation and call flow diagrams as the system of record for supported environments. \n\n \n3. Conversational and Agentic AI Development \n\n Own end to end design, build, and maintenance of conversational and agentic AI solutions across DXC client environments, from use case definition through production release.\n Design conversation architecture, including intent taxonomy, dialogue flows, multi turn logic, context handling, slot filling, and disambiguation. \n Build and curate training data, including utterances, entities, lexicons, and synonyms specific to banking products, terminology, and client naming conventions.\n Configure knowledge sources for retrieval, including content ingestion, structuring, tagging, filtering, and client scoping, so responses are accurate, current, and limited to approved information. \n Design and tune prompts, model instructions, tone, and persona, and configure guardrails that constrain automated responses within approved boundaries. \n Build agentic capabilities that take action on behalf of customers, including integrations with core and ancillary systems, authentication handling, parameter validation, error handling, and secure data exchange.\n Design identity verification and authentication flows within automated experiences in line with security, privacy, and compliance requirements.\n Define escalation and live agent handoff logic, including confidence thresholds, fallback behavior, containment boundaries, and transfer of conversation context.\n Build and maintain automated experiences across channels, including web chat, messaging, and voice, accounting for channel specific behavior, speech recognition tuning, and spoken response formatting.\n Establish testing standards, including test utterance libraries, regression testing, and user acceptance criteria, and validate releases prior to deployment.\n Manage versioning and release control across development and production environments and across client specific instances within a shared multitenant configuration.\n Monitor performance including containment, intent recognition accuracy, fallback and escalation rates, and knowledge retrieval quality, and tune configuration based on findings.\n Track AI model lifecycle and platform dependencies, assess the operational impact of vendor or model changes, and plan and execute migrations.\n Ensure automated experiences meet privacy, security, disclosure, and regulatory requirements applicable to financial institutions.\n Own agent assist configuration, including knowledge cards, suggested responses, and supporting content used by live agents.\n Partner with enterprise AI teams on technical direction and platform strategy while retaining accountability for DXC design and implementation.\n\n \n4. Digital Forms and Document Infrastructure\n\n Own the architecture and build of electronic signature forms and client facing web forms across financial institution clients.\n Design form logic including conditional fields, validation rules, data standards, and recipient routing workflows.\n Translate client requirements and regulatory considerations into functional, compliant form builds.\n Maintain form libraries, templates, and reusable standards to support consistency and speed across clients. \n\n \n5. Knowledge Management and Process Governance\n\n Own the DXC knowledge management strategy, including content standards, taxonomy, structure, and governance model.\n Define how operational content is written, formatted, and organized so it is usable by agents and retrievable by supported tools.\n Administer the knowledge platform, including configuration, categories, user roles, permissions, and access controls.\n Establish review and approval workflows and hold process owners accountable for content accuracy.\n Ensure content meets organizational policy, privacy, and security requirements.\n Document DXC processes, procedures, and troubleshooting guidance, including decision support materials for agents and leaders. \n\n \n6. DXC Client Implementation and Delivery \n\n Own the DXC scope of new client implementations, covering the CCaaS platform, routing and IVR, automated customer experiences, digital forms, knowledge content, and DXC operational processes.\n Serve as the operational point of contact for financial institution clients on DXC platform capability, configuration, and readiness.\n Gather and validate client requirements for DXC supported systems and translate them into platform, routing, form, and content configuration.\n Own DXC operational readiness for new client launches, including configuration, testing, documentation, and go live validation of DXC owned components.\n Partner with Project Management Operations, the Nymbus implementation team, client services, product, and technical teams to align DXC readiness with the broader implementation timeline.\n Identify dependencies between DXC configuration and other Nymbus systems, and escalate items owned by other teams that could affect DXC readiness.\n Deliver client training and documentation on DXC supported platform functionality, processes, and guides.\n Own client facing operational communication for DXC systems, including change notifications, incident updates, and reporting. \n\n \n7. Vendor Management\n\n Own the vendor relationship for the CCaaS platform and related operational tooling.\n Drive escalation of platform defects and service issues, including major incidents affecting multiple clients.\n Submit and manage vendor support cases through resolution, holding vendors accountable to commitments.\n Evaluate vendor performance and maintain incident history to support service level and contract discussions.\n Assess new vendor capabilities, licensing, and entitlements against DXC operational needs. \n\n \n8. Reporting and Operational Insight\n\n Define what the DXC measures operationally and own the reporting that supports it.\n Analyze call volume, IVR containment, virtual agent performance, and operational trends to identify risks and improvement opportunities.\n Translate operational data into recommendations for DXC leadership and financial institution clients.\n Deliver client facing operational reporting and interpret results for client stakeholders. \n\n \n9. Leadership and Team Development\n\n Direct the work of the Operational Readiness Analyst, including priorities, assignments, standards, and quality review.\n Develop team capability through training, review, and progressive delegation of technical work.\n Define scope boundaries between Operational Readiness and adjacent teams including training, technology, client services, and enterprise AI.\n Represent Operational Readiness in cross functional planning, prioritization, and technical decision making. \n\n \n10. Additional Responsibilities\n\n Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization. \n\n \nWhat You Will Bring\nRequired Qualifications\n\n 5+ years of experience in contact center operations, platform administration, systems configuration, or a closely related technical operations field within a technology environment\n Bachelor's Degree in Computer Science, Information Systems, or a related field.\n Demonstrated ownership of a multi-tenant contact center or comparable enterprise platform, including configuration, release management, and incident response.\n Demonstrated ability to translate business and client requirements into working system configuration.\n Experience managing vendor relationships, including escalation of defects and service issues.\n Strong written communication skills, including technical documentation, incident analysis, and client facing correspondence.\n Ability to work independently and set priorities across concurrent technical and client commitments.\n Experience directing the work of others, whether through formal management or project leadership.\n Experience building on an enterprise conversational or agentic AI platform, including knowledge source management, prompt design, and system integration. \n\n \nPreferred Qualifications\n\n Experience administering NICE CXone or a comparable CCaaS platform, including Studio or equivalent scripting environments.\n Experience in a banking, credit union, or financial services environment, with working knowledge of retail banking products and service processes. \n Experience with IVR design and scripting, call routing architecture, and telephony configuration.\n Experience building electronic signature or digital form workflows such as DocuSign. \n Experience leading platform migrations or supporting new client implementations.\n Familiarity with scripting or automation for internal tooling and reporting. \n Relevant platform or conversational AI certifications.\n Experience with JavaScript. \n\n \nHow We Work\nNymbus is a remote-first company. Success in our remote environment requires self-motivation, initiative, and strong personal accountability. Team members are expected to manage their priorities independently, communicate proactively, remain responsive, and participate on camera during virtual meetings. \nA strong remote culture requires intentional effort from everyone. We expect team members to engage in our global community, proactively build relationships, participate actively in team and company conversations, seek opportunities to collaborate, and take shared ownership of creating a connected and inclusive remote community including showing up on camera.\nTravel: Minimal, 2-3 weeks/year\n \nCompensation and Benefits\n\n Base salary range: $75,000-$85,000 annually \n Annual cash bonus and equity eligibility, if applicable.\n Remote Work Environment\n Health, dental, and vision insurance, including HSA/FSA/DCA\n 401(k) plan\n Flexible time-off and company holidays\n Additional paid volunteer day\n Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance\n Employee Assistance Programs [EAP]\n Wellness programs \n Growth and development programs\n\nActual compensation will be determined based on relevant experience, skills, role scope, and location.\n \nHiring at Nymbus\nAs an AI-first company, we embrace the power of AI tools throughout our hiring process. Nymbus remains committed to finding the right match for our teams and candidates alike. While we are excited about the AI tools available to us today, including AI-enabled video interview tools, we remain equally committed to maintaining human involvement and oversight throughout the hiring process. \nNymbus is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, relig