Responsibilities
Technical Leadership & CCaaS Solution Delivery (30%)
- Design, implement, and manage end-to-end CCaaS solutions, including call routing, telephony, PBX, and call recording systems.
- Lead the transition to ITIL v4 to enhance service management processes.
- Collaborate with teams to continuously improve system architecture and ensure high availability, scalability, and fault tolerance.
- Provide hands-on technical expertise during the full lifecycle of CCaaS deployments, ensuring seamless integration and performance.
Monitoring and Incident Management (25%)
- Establish and maintain robust monitoring and alerting systems for CCaaS platforms, identifying and addressing potential issues before they escalate.
- Respond swiftly to incidents, managing problem resolution and minimizing service disruptions.
- Conduct post-incident reviews to identify root causes and implement preventive measures, driving continuous improvement in service reliability.
Client and Stakeholder Management (20%)
- Serve as a technical liaison for clients, ensuring that project goals align with their needs and expectations.
- Build and maintain long-term client relationships through effective communication, timely delivery, and proactive problem-solving.
- Manage escalations and serve as a trusted advisor to both clients and internal stakeholders, ensuring smooth project execution.
Team Leadership and Coaching (15%)
- Lead a team of engineers, providing mentorship, coaching, and performance management.
- Foster a culture of continuous learning, ensuring the team stays updated with the latest CCaaS trends and technologies.
- Drive technical excellence by promoting best practices in service delivery, automation, and operational efficiency.
Automation and Efficiency (10%)
- Implement automation strategies to streamline operations and reduce manual interventions, including process automation, system monitoring, and performance tuning.
- Develop and enhance tools for system visibility, optimizing performance and identifying bottlenecks before they impact service.
Qualifications
Mandatory Skills:
- 5+ years of experience in managing CCaaS solutions, with deep technical expertise in call routing, telephony, PBX, and call recording systems.
- Proven experience with hands-on deployment and management of CCaaS platforms.
- Strong understanding of ITIL v4 processes, especially in service delivery, incident management, and change management.
- Demonstrated leadership skills, with experience managing and mentoring teams.
- Excellent communication and client management abilities, with a track record of successful project delivery.
Desirable Skills:
- Bachelor’s degree in Computer Science, Information Systems, or a related technical field.
- Familiarity with cloud-based CCaaS solutions such as AWS or Azure for contact center operations.
- Experience with automation tools like Python, PowerShell, or JavaScript to streamline CCaaS processes.
- Proficiency in monitoring and alerting systems such as ELK/Kibana, Dynatrace, or Power BI.
- Experience with incident