Customer Communications Management Lead

Role: Customer Communications Management Lead
Location:

Atlanta, GA
Job type: Full time
Salary Range: $130,000-$150,000 a year

Must Have Technical/Functional Skill
10-12 years of IT experience with strong hands on expertise in OpenText CCM
Proven experience with OpenText Exstream / xPression (mandatory)
Strong understanding of document composition, template design, batch and real time processing
Experience in Insurance domain (Life, P&C, Group Benefits preferred)
Knowledge of integration with core policy, claims, billing systems
Experience supporting production environments and regulated systems
Preferred Skills
Exposure to OpenText upgrades, migrations, and cloud deployments
Working knowledge of ITIL processes and DevOps practices
Experience with performance tuning and volume based document generation

Roles & Responsibilities
Technical Delivery & Solution Design
Lead end-to-end design and development of OpenText CCM solutions for insurance communications
Provide technical leadership across CCM components including Exstream, xPression, Archive, and Correspondence
Ensure secure, scalable, and high performance document generation and multi channel delivery (print, email, digital)
Review architecture, code quality, and design standards aligned with best practices
Insurance Communications Enablement
Design customer communications for policy lifecycle events (onboarding, renewals, endorsements, claims, billing, regulatory notices)
Ensure compliance with insurance regulatory, audit, and data privacy requirements
Support personalization, branding, and content governance needs across lines of business
Production Support & Stability
Provide L3 production support for CCM applications, including incident resolution, root cause analysis, and performance tuning
Partner with Service Delivery Managers to ensure SLA adherence, release readiness, and change management
Drive reduction of recurring defects and operational risk
Team & Stakeholder Leadership
Lead and mentor onshore/offshore CCM development teams within TCS delivery model
Collaborate with business stakeholders, architects, QA, and infrastructure teams
Contribute to effort estimation, planning, and technical risk management
Transformation & Continuous Improvement
Drive modernization of legacy CCM platforms, including cloud readiness and DevOps adoption
Identify opportunities for automation, template rationalization, and performance optimization
Support migrations, upgrades, and adoption of OpenText roadmap capabilities

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.