Head of Call Center Technology
Job Requirements
12–15+ years of IT experience, with at least 5–7 years in leadership roles focused on call center technologies or customer engagement platforms.
Proven experience managing end-to-end call center platforms, including:
Telephony systems (PBX, SIP, VoIP)
Outbound dialers for collections and campaigns
Call recording, IVR, and call routing systems
Integrations with core systems, including loan systems, CRM, collections, multichannel operations, and APIs
Bachelor's degree in information technology, Computer Science, Engineering, or a related discipline.
Experience managing high-volume, business-critical call center operations, supporting at least 100,000 attempted calls per day, ideally around 1 million calls per day.
Strong experience in on-premises environments, with exposure to hybrid infrastructure setups.
Experience supporting 50–100+ virtual machines (VMs), preferably 100+, across telephony, application, and integration layers.
Demonstrated ownership of platform availability, incident management, recovery, mean time to recovery (MTTR), capacity planning, and integration stability.
Proven people leadership experience managing 10+ engineers, including VoIP engineers, call center engineers, and system administrators.
Strong technical foundation in software engineering, application and integration layers, systems administration, servers, basic networking, and real-time, latency-sensitive applications.
Experience managing technology budgets, cost optimization, IT risk, regulatory compliance, security, business continuity, and disaster recovery.
Strong analytical, problem-solving, communication, stakeholder management, and team leadership skills.
Nice-to-Have Qualifications:
Experience with Genesys on-premises solutions and cloud-based contact center platforms such as Genesys Cloud, Amazon Connect, or NICE.
Experience leading contact center modernization, cloud migration, or legacy dialer and telephony replacement projects.
Exposure to voicebots, conversational AI, and IVR automation.
Experience with workforce management (WFM), scheduling, and productivity optimization tools.
Familiarity with campaign management systems, outbound dialing optimization, real-time monitoring dashboards, and call analytics.
Experience managing vendors, contact center platform providers, and SaaS partners.
International or regional experience supporting distributed technology operations.