Lead - Contact Center

• Candidate will Lead the strategy, architecture, governance, implementation, and ongoing operations of the organizations Contact Center technology landscape.
• The role will be responsible for defining and executing the Contact Center technology roadmap, ensuring high availability, scalability, security, regulatory compliance, and operational excellence across voice, telephony, network, UCaaS, and customer interaction platforms. The individual will work closely with Business, Operations, Digital, Customer Service, Infrastructure, Security, Cloud, and Vendor teams to deliver world-class customer engagement capabilities.

 

• The candidate should possess deep expertise in managing large-scale Contact Center infrastructure and operations within the BFSI sector or a large B2C environment, with hands-on experience in platforms such as Genesys, Cisco Contact Center, Voice Infrastructure, Telephony and Network Technologies

Key Responsibilities:

• Contact Center Strategy Leadership
• Govern and manage 24x7 Contact Center IT Operations.
• Define and drive the enterprise Contact Center technology strategy aligned with business objectives and customer experience goals.
• Develop multi-year roadmap for Contact Center modernization, optimization, automation, and cloud transformation initiatives.
• Partner with Business and Customer Operations leaders to enhance customer engagement capabilities and service delivery.

Identify emerging technologies and recommend innovations that improve customer experience, resiliency, productivity, and operational efficiency.

• Drive modernization initiatives involving Contact Center as a Service (CCaaS), Omnichannel customer engagement, AI and automation, Conversational AI, Voice bots and chatbots Workforce optimization tools
• Own end-to-end lifecycle management of Contact Center infrastructure, Voice platforms, Telephony systems, IVR, Recording platforms, Workforce management integrations.
• Ensure high availability, resilience, scalability, and performance of Contact Center services.
• Lead capacity planning, performance engineering, technology refresh, and lifecycle management initiatives

Establish operational standards, monitoring frameworks, incident management processes, and service governance mechanisms.

• Drive service availability, SLA adherence, and operational excellence across Contact Center and Unified Communications environments.
• Lead Major Incident Management and Problem Management for critical Contact Center services.
• Ensure proactive monitoring of infrastructure through logs, alarms, event correlation, analytics, and observability platforms.
• Manage connectivity between Contact Centers, branches, cloud platforms, and data centers.
• Ensure optimal voice quality, network resiliency, and end-user experience.
• Lead Contact Center transformation initiatives including On-Premise to SaaS migration, Digital and Omnichannel enablement.
• Conduct architecture reviews and solution evaluations for modernization projects.
• Ensure successful planning, testing, deployment, transition, and stabilization of new solutions.
• Vendor Stakeholder Management: Manage strategic relationships with technology partners, service providers, telecom operators, and system integrators. Govern managed service providers and OEMs to ensure delivery against contractual SLAs and KPIs. Coordinate with internal business stakeholders to prioritize enhancements and operational improvements.
• Governance, Risk Compliance : Ensure compliance with regulatory and statutory requirements applicable to Contact Center operations within the BFSI industry. Ensure logging, monitoring, recording governance, retention, and security controls are implemented.
• Recommend and implement innovation opportunities to improve customer and agent experience.
• Preferred Technical Skill Set Experience
• Must have 10+ years of experience across Contact Center Technology, Telephony, Network Infrastructure, or IT Operations.
• Minimum 5+ years leading Contact Center infrastructure and operations preferably in BFSI, Insurance, Telecom, or large B2C organizations.
• Proven experience managing large-scale Contact Center environments supporting hundreds or thousands of agents.
• Must have Hands-on or strong implementation/support experience with Genesys and/or Cisco Contact Center platforms/ Cisco UCCX / UCCE
• Must have Strong understanding of PRI lines, SIP trunks, voice circuits, telecom carriers, and telephony connectivity.
• Experience in designing or managing high-availability and DR environments for Contact Center platforms.
• Demonstrated experience in Contact Center migration and transformation programs
• Strong understanding of Cloud/SaaS-based Contact Center environments.
• The candidate should have a good understanding of regulatory and compliance requirements applicable to Contact Center and Telephony environments, including areas
• Strong analytical and organizational skills, including the ability to prioritize, multitask and work under pressure while maintaining a professional demeanor.
• Demonstrated ability to identify and advocate for investments to achieve the security strategy and provide ROI analyses to recommended new spending, as appropriate.
• Excellent oral, written and spoken communication skills
• Strong ownership mindset with focus on service availability, customer experience, and operational excellence.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.