Technical Lead – 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 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 Lead CC Technologies:

Responsibilities

• Lead and manage the Contact Center Engineering (CCE) Operation and Support team including Telephony Recording IVR SBC WFM and Voice ensuring SLA and KPI compliance.
• Oversee internal staff and vendors including performance evaluations scheduling on-call rotations leadership and technical guidance.
• Act as the primary technical point of contact with business units for handling requests incidents and new projects.
• Generate and analyze operational reports including service level compliance performance indicators and infrastructure status.
• Ensure adherence to established processes and procedures for effective incident project and request management.
• Participate in after-hours or weekend issue resolution as needed.
• Collaborate with global Contact Center Operations teams (Canada Central America LATAM Caribbean) to standardize processes and share best practices.

Requirements

• Minimum 5 years of experience leading Operations and Engineering teams particularly within Contact Center Technologies (CCE).
• Strong knowledge of Telephony IVR Recording SBC and WFM systems.
• Proven experience managing vendors and ensuring SLA compliance.
• Hands-on experience coordinating with internal business and technical support areas.
• Solid understanding of incident project and request management under ITIL methodologies.
• Intermediate English proficiency (spoken and written).
• Desired: PMP or Scrum certifications.
• Desired: Experience with ServiceNow or similar incident/change management tools.
• At least 5 years of experience in the banking sector.

Languages

• Intermediate English (spoken and written)
• Native Spanish.

Note:

• Hybrid modality On-site Tuesdays and Thursdays

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 Careers Page:
Technical Lead CC Technologies CCE Contact Center Telephony IVR SBC Recording WFM Voice ServiceNow ITIL PMP

Requirements:

• Minimum 5 years of experience leading Operations and Engineering teams particularly within Contact Center Technologies (CCE).
• Strong knowledge of Telephony IVR Recording SBC and WFM systems.
• Proven experience managing vendors and ensuring SLA compliance.
• Hands-on experience coordinating with internal business and technical support areas.
• Solid understanding of incident project and request management under ITIL methodologies.
• Intermediate English proficiency (spoken and written).
• Desired: PMP or Scrum certifications.
• Desired: Experience with ServiceNow or similar incident/change management tools.
• At least 5 years of experience in the banking sector.