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

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