IT & DevOps Lead

Job Description:

• Learn the whole system in depth during development: the dialer, the agent screen and
  buttons, the integration hub, payments, messaging and dashboards. Be part of the
  build, test it and give feedback.

• Own the dialer on the floor: agent and team setup, campaigns, screen-pop, custom
  buttons, call quality, caller ID and number health. Be the first contact for every dialer
  question.

• Support the test period (January–March 2027): answer agents' and team leaders'
  questions, find and report issues with clear reproduction steps, and confirm the fixes.

• Set up and run office IT: PCs, headsets, network (two internet providers, firewall,
  managed switches) and printers. Keep a spare-equipment stock.

• Manage devices and access company-managed PCs with device management,
  encryption, screen lock and endpoint protection. Create and remove accounts the
  same day people join or leave, with SSO and 2-step verification everywhere.

• Keep us compliant on the floor: HIPAA, PCI (card details never recorded or written
  down) and SOC 2. Collect the evidence our compliance platform needs.

• Monitor system alerts, handle incidents and escalate to the development team.

• Train new agents and team leaders on the tools and write simple how-to guides.

Job Qualifications:

• 3+ years in IT support or DevOps, ideally in a BPO or contact center.

• Hands-on experience with a cloud dialer or contact center platform; VoIP and SIP
  basics.

• Strong Windows or macOS administration, networking (firewall, VLANs, Wi-Fi, ISP
  failover) and device management.

• Comfortable reading APIs, webhooks and logs; basic scripting (Python, Bash or
  PowerShell).

• Familiar with company identity management, SSO and MFA.

• Excellent written and spoken English; able to explain technical issues clearly to non-
  technical people and to developers.

• Able to work night shift (U.S. hours) and be on call when needed.

Nice to have:

• Public cloud experience (containers, managed databases, monitoring).

• Experience with HIPAA, PCI DSS or SOC 2 audits.

• Code repository and ticketing tools.