Technical leader cc technologies

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:

Responsibilities:

• Lead the Contact Center Engineering (CCE) Operations and Support team, including Telephony, IVR, SBC, Recording, and Workforce Management (WFM) systems.
• Manage internal staff, contractors, and vendorsto ensure SLA compliance, service delivery, and performance evaluations.
• Oversee incident resolution, project execution, and operational workflowsfor Contact Center technologies.
• Generate and analyze reportson service levels, KPIs, infrastructure status, and operational risks.
• Ensure compliance with operational risk frameworks, including anti-money laundering (AML), regulatory standards, and business controls.
• Collaborate with global CC Operations teams (Canada, LATAM, Caribbean) to standardize processes and share best practices.
• Provide 24/7 on-call supportfor critical issues, including weekends and off-hours.

Requirements:

• Minimum 5 years of experience leading technical teamsin Contact Center/CCE environments (Telephony, IVR, SBC, WFM).
• Proven track record in vendor management, SLA compliance, and KPI-driven service delivery.
• Strong knowledge ofContact Center technologies(e.g., Avaya, Cisco, IVR platforms, call recording).
• Experience withoperational risk management, regulatory compliance, and audit processes.
• Ability to troubleshoot complex technical issues and manage cross-functional projects.
• Hybrid work model: 3 days in-office, 2 days remote.

Desired:

• Certifications in Contact Center platforms (e.g., Avaya, Cisco).
• Experience withglobal team coordination(LATAM, Caribbean markets).
• Familiarity withworkforce management (WFM)tools and analytics.

Languages

• Advanced Oral English.
• Native Spanish.

Note:

• Hybrid role (3 days in-office, 2 days remote).

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