Leader Contact Center Voice Technology
Core
Lead enterprise Contact Center technology platforms, operations, and transformation initiatives for large-scale global environments.
Role type
Senior IC Contact Center Technology Leader
Builds
Scalable, resilient, and highly available contact center solutions using Avaya, Amazon Connect, Genesys Cloud, and related platforms.
Domain
Telecommunications / Contact Center Technology / Cloud Services
Required skills
Global team leadership, Contact Center technology management, Cloud migration, ITIL processes, Incident/Problem/Change management, Vendor management, AI transformation, CRM integration, Workforce management, Voice analytics, Conversational AI
Preferred skills
Conversational AI, Workforce Optimization (WFO), Voice Analytics, PinDrop, SoliCall, Aquen Dialer, AI-powered virtual agents, CCaaS modernization
Technologies
Avaya, Amazon Connect, Genesys Cloud, Verint, NICE, Calabrio, Microsoft, Google, Amazon
Responsibilities
Lead global engineering and operations teams, Define technology roadmaps and drive transformation, Manage major incidents and escalations, Oversee integrations with CRM and analytics platforms, Ensure SLA compliance and service availability, Design scalable contact center solutions
Seniority
Senior, hands-on IC
