Full-Time CCaaS Support Technical Lead

Lead the managed services delivery team supporting contact center technologies, ensuring high availability and performance of critical customer service systems.

Key Responsibilities:

• Oversee overall service delivery and team performance
• Manage stakeholder relationships with Product Owners, Architects, and Engineers
• Drive incident resolution for critical systems
• Coordinate change management activities
• Ensure compliance with security and operational controls
• Lead service improvement initiatives
• Provide escalation support for critical issues
• Manage team performance and development

Experience Requirements:

• 10+ years in IT service management
• 5+ years leading a tier 2 support team for contact centers

Strong experience with:

• Verint Ecosystem
• Verint QM
• Verint WFM
• Five9 Ecosystem
• Five9 Omnichannel
• Five9 Agent Assist
• Cloud platforms (AWS, GCP)
• ITSM processes and tools (ServiceNow)
• Understanding of healthcare compliance (HIPAA)

Skills:

• Excellent stakeholder management skills
• Strong incident management experience
• Change management expertise

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field

Required Competencies:

• Strong problem-solving abilities
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills

Special Circumstances:

• Must be available for extended hours during: Annual Enrollment Period (Oct-Dec) and Welcome Season (January)
• Onshore roles may require onsite presence during critical periods
• Must be able to join immediate response calls when on-call

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