Technical Leader CC Technologies
Technical Leader CC Technologies
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Job Description
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 163000 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 vendors to ensure SLA compliance service delivery and performance evaluations.
- Oversee incident resolution project and operational workflows for Contact Center technologies.
- Generate and analyze reports on 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 support for critical issues including weekends and off-hours.
Requirements:
- Minimum 5 years of experience leading technical teams in Contact Center/CCE environments (Telephony IVR SBC WFM).
- Proven track record in vendor management SLA compliance and KPI-driven service delivery.
- Strong knowledge of Contact Center technologies (e.g. Avaya Cisco IVR platforms call recording).
- Experience with operational 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 with global team coordination (LATAM Caribbean markets).
- Familiarity with workforce management (WFM) tools and analytics.
Languages
- Advanced Oral English.
- Native Spanish.
Note:
- Hybrid role 3 days in-office 2 days remote).
If you meet these qualifications and are pursuing new challenges Start your application to join an award-winning employer. Explore all our job openings Sequoia Career s Page: Requirements : Requirements:
Telephony IVR SBC WFMSLA/KPI compliance
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Full-time
