Technical Leader - Contact Center Technologies - Remote

Overview

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.

They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.

Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights.

We are currently searching for a Technical Leader CC Technologies:

In Short

• Lead the Contact Center Engineering (CCE) Operations and Support team.
• Manage internal staff, contractors, and vendors to ensure SLA compliance.
• Oversee incident resolution, project execution, and operational workflows.
• Generate and analyze reports on service levels, KPIs, and operational risks.
• Ensure compliance with operational risk frameworks.
• Collaborate with global CC Operations teams to standardize processes.
• Provide 24/7 on-call support for critical issues.

Requirements

• Minimum 5 years of experience leading technical teams in Contact Center environments.
• Proven track record in vendor management and SLA compliance.
• Strong knowledge of Contact Center technologies.
• Experience with operational risk management and regulatory compliance.
• Ability to troubleshoot complex technical issues.
• Hybrid work model: 3 days in-office, 2 days remote.

Benefits

• Opportunity to work with a leading IT service provider.
• Engagement in innovative and customer-centric projects.
• Collaboration with global teams.
• Professional development opportunities.
• Flexible work arrangements.