The base salary range for this position is dependent upon experience and location, ranging from:
$155,600 to $194,500 in Orange, CT
$162,640 to $203,300 in Boston, MA
What We Offer:
Competitive benefits and growth opportunities
Generous performance‑based bonuses
12% 401(k) match
Comprehensive health, dental, and vision insurance
Tuition reimbursement
Professional development and clear career advancement pathways
For more information please visit: Benefits - Avangrid
Job Summary
The Sr. Manager, Customer Service Technology CRM & CCaaS is responsible for the strategy, delivery, and ongoing performance of technology platforms that support customer service operations for a regulated electric and/or gas utility. This role serves as the primary IT partner to front office and back-office customer service organizations, ensuring technology solutions are reliable, compliant, and aligned with regulatory expectations and customer experience objectives.
The Sr. Manager, Customer Service Technology role leads a portfolio of customer-facing and customer-support technologies – such as Customer Information Systems (CIS), IVR/contact center platforms or CCaaS, digital self-service, analytics, and supporting integrations – while balancing operational stability with continuous improvement and modernization.
The Sr. Manager, Customer Service Technology role reports into Director – IT Applications.
Key Responsibilities
Customer Service Technology Strategy & Roadmap
Platform Ownership & Operational Excellence
Regulatory, Risk, and Compliance Alignment
Delivery & Modernization Programs
Business Partnership & Stakeholder Management
People & Financial Management
Required Qualifications
Preferred Qualifications
Competencies
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Company:
AVANGRID SERVICE COMPANYMobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.
Job Posting End Date:
October-3-2026Job details are sourced from the employer's original posting.
Open job postingAbout the company
AVANGRID, Inc. (NYSE:AGR) is a diversified energy and utility company with $30 billion in assets and operations in 25 states. The company operates regulated utilities, electricity generation, and natural gas storage through three primary lines of business. Iberdrola USA Networks includes eight electric and natural gas utilities serving 3.1 million customers in New York and New England. Iberdrola Renewables operates 6.3 gigawatts of electricity capacity, primarily through wind power, in states across the U.S. Iberdrola Energy Holdings operates 120 Bcf of owned or contracted natural gas storage and hub service facilities in the South and West. AVANGRID employs 7,000 people. The company was formed as a business combination between Iberdrola USA and UIL Holdings in 2015. AVANGRID remains an affiliate of the Iberdrola Group, a worldwide leader in the energy industry.