Customer Incident & Change Manager

Overview

Voxai Solutions has been a leader in contact center technology and services since 2005. We focus on building applications and providing services that improve the customer experience for large contact centers, with a team of over 180 employees supporting Fortune 500 companies.
Position Overview

This role is responsible for managing incident and change processes to ensure seamless service delivery and operational stability for customers. You will coordinate major incident resolution, engage key stakeholders, track SLA performance, and drive timely issue resolution across internal teams and vendors. Additionally, you will support change management efforts by assessing risks, coordinating change execution, and helping teams successfully adopt new processes and technologies. The ideal candidate is a strong communicator, highly organized, and thrives in a fast‑paced, customer‑focused technology environment.
Responsibilities

Incident Management: use common terminology and standards for incident classification and priority levels across customers; optimize transfer between resolution teams to avoid delays; track and report progress for all major incidents; engage and activate appropriate team members; monitor metrics for process effectiveness; foster productive partnerships with internal service delivery/resolution teams; report results and findings to senior leadership; present SLA adherence and customer satisfaction metrics; develop understanding of technologies in customer environments; manage problems and problem resolution to SLA standards.
Change Management: articulate proposed change (current state/future state, scope, nature and vision); facilitate and analyze initial assessments (project sponsorship and governance, stakeholders, impact, risks); define change metrics, targets, collection and analysis; manage and monitor change adoption; assess impact with proper teams and architects; ensure change risk and categorization is attached; conduct risk mitigation tactics; address resistance; coach project teams on change practices; support communication on change status and completion; engage senior leaders for approvals and communication; design roles and responsibilities; coordinate with specialists; integrate change management activities into project plans; evaluate user readiness; measure success metrics; monitor progress; support change management at project/initiative level; coordinate and participate in customer DR exercise planning and execution.
Leadership/Interpersonal Skills

Writes clearly and succinctly in a variety of communication settings, tailoring messaging to audience.
Values impact and return over sheer busyness.
Adjusts approach based on circumstances.
Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers).
Instills a sense of urgency, escalates issues when needed with customers, vendors, internal IT teams, and senior leadership.
Builds effective relationships with partners and vendors to advance Voxai’s goals.
Fosters goodwill and collaboration, leading by example.
Qualifications

High school diploma/GED with 4 years of experience, or associate’s degree with 2 years of experience, or bachelor’s degree required. Bachelor's in computer science, engineering or related field or equivalent combination of education and experience.
Preferred experience: governing an incident management process in multi‑vendor environment; 1 year of IT service delivery management in a large, complex, multi‑vendor environment; ability to translate ITIL principles into practice; ITIL certification higher than foundation level (intermediate, expert, master) preferred or obtained within 6 months; technology service provider industry experience preferred; prior ITSM or call center experience.
EEO Statement

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

#J-18808-Ljbffr