Role Overview: My client client is looking for a Senior Contact Center Technology Manager who is adept at managing and implementing sophisticated cloud contact center solutions and related technologies. This role involves overseeing system operations, leading a talented team, and ensuring high performance in a global, 24x7 environment.Key Responsibilities:Technology Implementation: Lead the deployment and management of cloud contact center technologies (such as Amazon Connect, Genesys), Oracle Acme SBC, Call Management Systems, and recording solutions (e.g., Verint, Nice).Operational Management: Handle systems maintenance, licensing, configurations, disaster recovery, and vendor management to ensure compliance with SLAs and optimal system performance.Team Leadership: Create a collaborative and supportive environment for team development, offering guidance and mentorship to enhance team capabilities.Strategic Input: Provide insights into technological evolution and contribute to the development of strategic technological roadmaps and plans.Capacity and Licensing: Manage capacity and licensing with an eye towards projected business growth and pipeline requirements.High Availability Solutions: Define and implement strategies for high availability, disaster recovery, and load balancing to ensure robust service delivery.Global Operations: Adapt to a global, 24x7 operational environment, delivering consistent support and innovation across multiple time zones.Ideal Candidate:Technical Expertise: Demonstrated hands-on experience with cloud contact center technologies, systems maintenance, and operational management.Leadership Abilities: Proven track record of leading and developing teams while fostering a positive and productive work environment.Strategic Thinking: Ability to contribute to technological strategy and roadmap development with a forward-looking perspective.Global Flexibility: Comfortable working in a global setting and managing the challenges of a 24x7 operational environment.Collaborative Nature: Strong team player with excellent vendor management skills and a commitment to achieving high performance.Why This Opportunity?Impactful Role: Play a key role in transforming customer experience strategies through innovative technology solutions.Career Growth: Join a forward-thinking organization with ample opportunities for professional development.Dynamic Environment: Engage in a global, 24x7 operational environment that offers both challenges and rewards.If you are ready to advance your career and make a significant impact with a leading organization, we encourage you to apply for this exciting role!
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