Posted 3 months ago
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Responsibilities
Role Overview:
The Head of Call Center Technology owns the strategic direction and end-to-end management of call center platforms, including applications, telephony, integrations, and underlying infrastructure. This role leads a technical team and is accountable for ensuring all call center technologies are reliable, secure, cost-effective, and fit for business use across high-volume, real-time operations.
Key Responsibilities
· Lead reliability and resilience across call center applications, telephony, integrations, and infrastructure.
· Drive platform modernization and migration (e.g., on-premise to cloud) with minimal business disruption.
· Champion automation and engineering excellence to eliminate manual effort and accelerate delivery.
· Lead execution of business and technology initiatives, driving continuous improvement and innovation.
· Manage total cost of ownership (TCO), budgets, and OPEX/CAPEX optimization.
· Ensure compliance with IT, security, and regulatory standards, including business continuity and disaster recovery.
· Manage staff retention, upskilling, and team capability across a team of 10–20 direct reports.
Qualifications
· Bachelor's degree in IT, Computer Science, Engineering, or related field.
· 12–15+ years of IT experience, with 5–7 years in leadership roles focused on call center technologies or customer engagement platforms.
· Proven experience managing telephony (PBX/SIP/VoIP), dialers, IVR, call recording, and routing systems.
· Experience with high-volume, business-critical call center operations (100K+ calls/day, ideally ~1M/day scale).
· Strong experience in on-premise environments (50–100+ VMs) with exposure to hybrid/cloud setups.
· Proven people leadership managing 10+ engineers (VOIP, Call Center, Sys Admin).
· Experience with Genesys or similar contact center platforms is an advantage.
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