CCaaS Support Technical Lead
CCaaS Support Technical Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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
Qualifications :
- 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
- Verint Ecosystem
- Understanding of healthcare compliance (HIPAA)
- Excellent stakeholder management skills
- Strong incident management experience
- Change management expertise
Education:
- Bachelors degree in Computer Science Information Technology or related field
- Relevant technical certifications preferred
Required Competencies:
- Strong problemsolving abilities
- Excellent communication skills
- Team collaboration
- Processoriented mindset
- Customer service focus
- Ability to work under pressure
- Time management skills
Special Circumstances:
- Must be available for extended hours during:
- Annual Enrollment Period (OctDec)
- Welcome Season (January)
- Onshore roles may require onsite presence during critical periods
- Must be able to join immediate response calls when oncall
Additional Information :
Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
