The Role
Coordinate and manage deployment lifecycles for call-center-critical applications. Plan releases, enforce QA and ITIL standards, produce deployment success guides, mitigate risks, run stakeholder reporting, and continuously improve release processes.
Summary Generated by Built In
Role Overview
The Associate Release Manager is the logistical bridge between engineering innovation and operational stability. You will support client-facing operations by managing the deployment lifecycle for critical call center technologies. Your mission is to ensure that system changes are seamless, standards-compliant, and transparent to all stakeholders. Plans and coordinates technology releases and changes across the enterprise for multiple applications and various portfolio streams.Key Responsibilities
Release Planning & Strategic Partnering
• Collaborative Scheduling: Lead efforts to partner with development, QA, and business teams to build comprehensive release schedules and project milestones.
• Milestone Management: Track project health against the release calendar, specifically for call-center-critical applications like Genesys, Salesforce, and Custom Banking Portals.
• Portfolio Coordination: Ensure alignment across various portfolio streams to prevent overlapping changes that could impact call center uptime.
Quality Assurance & Standards Governance
• Compliance Checks: Perform rigorous quality checks on change releases to ensure all processes strictly follow enterprise standards, banking guidelines, and ITIL best practices.
• Success Documentation: Create and maintain Deployment Plan Success Guides. These serve as the "pre-flight checklist" for segments and projects to ensure high success rates during execution.
• Risk Mitigation: Identify potential "conflicts" in the release plan (e.g., updating the IVR at the same time as the CRM) and propose mitigation strategies.
Guidance & Stakeholder Reporting
• Cross-Functional Support: Provide tactical guidance to cross-functional teams during the heat of change management and release projects.
• Standardized Reporting: Run and distribute regular reports across lines of business and applications to keep key stakeholders informed on release status and system health.
• Communication Lead: Act as the "voice of the release," providing clear, jargon-free updates to both technical teams and business leadership.
Process Execution & Continuous Improvement
• Change Execution: Execute formal change management processes with precision, ensuring all approvals and documentation are in place before a "Go" decision.
• Escalation Management: Monitor releases in real-time and ensure proper escalation to senior leadership or engineering when unexpected issues arise.
• Process Evolution: Document opportunities for release management process improvements to make deployments faster, safer, and more automated.Required Qualifications/Skills
• Self-Service: IVR (Interactive Voice Response) logic and call flow mapping.
• Compliance: Call Recording systems and data redaction tools.
• Core Banking: Integration points for custom-built retail banking applications.Location: Pittsburgh, PA
About Techstra Solutions
Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com
The Associate Release Manager is the logistical bridge between engineering innovation and operational stability. You will support client-facing operations by managing the deployment lifecycle for critical call center technologies. Your mission is to ensure that system changes are seamless, standards-compliant, and transparent to all stakeholders. Plans and coordinates technology releases and changes across the enterprise for multiple applications and various portfolio streams.Key Responsibilities
Release Planning & Strategic Partnering
• Collaborative Scheduling: Lead efforts to partner with development, QA, and business teams to build comprehensive release schedules and project milestones.
• Milestone Management: Track project health against the release calendar, specifically for call-center-critical applications like Genesys, Salesforce, and Custom Banking Portals.
• Portfolio Coordination: Ensure alignment across various portfolio streams to prevent overlapping changes that could impact call center uptime.
Quality Assurance & Standards Governance
• Compliance Checks: Perform rigorous quality checks on change releases to ensure all processes strictly follow enterprise standards, banking guidelines, and ITIL best practices.
• Success Documentation: Create and maintain Deployment Plan Success Guides. These serve as the "pre-flight checklist" for segments and projects to ensure high success rates during execution.
• Risk Mitigation: Identify potential "conflicts" in the release plan (e.g., updating the IVR at the same time as the CRM) and propose mitigation strategies.
Guidance & Stakeholder Reporting
• Cross-Functional Support: Provide tactical guidance to cross-functional teams during the heat of change management and release projects.
• Standardized Reporting: Run and distribute regular reports across lines of business and applications to keep key stakeholders informed on release status and system health.
• Communication Lead: Act as the "voice of the release," providing clear, jargon-free updates to both technical teams and business leadership.
Process Execution & Continuous Improvement
• Change Execution: Execute formal change management processes with precision, ensuring all approvals and documentation are in place before a "Go" decision.
• Escalation Management: Monitor releases in real-time and ensure proper escalation to senior leadership or engineering when unexpected issues arise.
• Process Evolution: Document opportunities for release management process improvements to make deployments faster, safer, and more automated.Required Qualifications/Skills
- Experience: 2–4 years in IT Project Coordination, Change Management, or Release Support (preferably in Fintech or Banking).
- Analytical Mindset: You can spot a missing "Success Guide" detail from a mile away.
- Communication: Ability to facilitate a meeting between a high-strung developer and a frustrated business owner with ease.
- Tech Savvy: Comfortable with Jira, ServiceNow, or similar Enterprise Change Management tools.
- Telephony & Routing: Genesys Cloud/Engage.
• Self-Service: IVR (Interactive Voice Response) logic and call flow mapping.
• Compliance: Call Recording systems and data redaction tools.
• Core Banking: Integration points for custom-built retail banking applications.Location: Pittsburgh, PA
About Techstra Solutions
Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com
Top Skills
Genesys Cloud,Genesys Engage,Salesforce Financial Services Cloud,Jira,Servicenow,Ivr,Call Recording,Data Redaction,Enterprise Change Management
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Techstra Solutions is a certified woman-owned consulting firm that provides strategy, technology and implementation support to large organizations undergoing digital and talent transformation. The rapid pace of technology innovation required to remain competitive, juxtaposed with the slow rate of change in many organizations, causes most to struggle.
To be successful companies must drive new ways of working including the use of technology/analytics and new skillsets (hard/soft) deep into their culture so that they are able to rapidly and continuously react to change. They must also apply new approaches that empower their employees, ensuring its sustainability.
At Techstra Solutions we focus on four key areas, otherwise known as the 4 A’s: Automation (Robotic Process Automation (RPA)/Intelligent Automation), Analytics (Reporting/Analytics/AI/ML), Application Modernization (Cloud, Mobility, etc), and Agile-based solutions (DevOps).
