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Niche CCaaS specialization and seniority reduce applicant density.
Highly domain-specific CCaaS and Avaya/Verint expertise limits cross-industry transferability.
Explicit 15+ years and mandatory AWS Connect/Avaya/Verint skills enforce strict filters.
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Lead and manage a team of CCaaS professionals overseeing AWS Connect, Avaya Aura suite, and Verint recording solutions.
Design, implement, optimize, and maintain contact center solutions with a focus on governance, compliance, and operational excellence.
Develop and document SOPs, operational manuals, and monitor/report contact center performance metrics such as SLA, KPI, and OLA.
Primary skill: Expertise in AWS Connect design, implementation, optimization, and administration.
Strong experience in Avaya Aura suite administration and configuration, and Verint recording solution implementation and administration.
15+ years of experience in contact center operations or related field.
Work Experience Required: 15+ years in contact center operations or related field.
Experienced technical leader with Level 3 CCaaS skills and proven ability to manage contact center teams and stakeholders.
Strong understanding of AI/ML applications relevant to contact center technology.
Skilled in governance, compliance, and process improvement within contact center environments.