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Employment Development Department · 22 hours ago

INFORMATION TECHNOLOGY MANAGER I

Sacramento County, CA

Full-time

Hybrid

Mid Level

$9,387/mo - $12,579/mo

The Employment Development Department (EDD) is seeking an Information Technology Manager I to manage the Contact Center Solutions Group. This role involves overseeing the development and operations of contact center solutions, implementing new technologies, and ensuring effective IT services for the department.

Government Administration

Responsibilities

Manage our Contact Center Solutions development and operations

Implement newer technologies such as Chatbot and Artificial Intelligence to simplify IVR call flows and reduce wait times to improve customer satisfaction

Develop and administer the Group's strategic and operational direction in accordance with Employment Development Department (EDD) goals

Manage and support complex telecommunications systems and enterprise distributed computing environment

Maintain the enterprise telecommunications systems budget

Establish and maintain partnerships with customers and vendors to ensure the Production Services Division (PSD) services meet customer needs

Develop effective strategies for accomplishing the Group's objectives

Qualification

Contact Center SolutionsTelecommunications systems managementProject managementArtificial IntelligenceChatbot implementationCustomer satisfactionStrategic planningTeam management

Required

Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position

Resume is required and must be included

A Cover Letter is required and must be included

A Statement of Qualifications (SOQ) is Required. Please see 'Statement of Qualifications Requirements' section for more information about the SOQ