Contact Center Voice Technology Leader

Own end-to-end delivery, governance, and technology roadmap for global Contact Centre technologies supporting 50,000+ users.

Lead operations management including incident, problem, change, release, capacity, availability, and disaster recovery processes ensuring ≥99.95% service availability and SLA compliance.

Provide technical leadership over Avaya, Amazon Connect, Genesys, call recording, and AI platforms through architecture, solution design, migration to cloud, integrations, and vendor management.

15+ years overall IT experience with 10+ years managing Contact Centre technologies in large enterprise or BPO settings.

Experience supporting Contact Centre operations across multiple global locations with 50,000+ users and domestic contact center operations experience.

Bachelor's degree in Engineering, Computer Science, IT or related; Master's preferred.

Expert-level skills in Amazon Connect, Avaya Aura Suite, Genesys Cloud, Verint, NICE, Calabrio; strong knowledge of Contact Centre architecture, SIP, SBC, telephony, recordings, workforce optimisation, APIs, and cloud technologies.

Proven leader with experience managing global technical teams and large-scale Contact Centre transformations in multi-vendor environments.

Ability to engage and influence C-level executives and drive digital transformation and cloud adoption initiatives.

Strong analytical, problem-solving skills with a focus on operational KPIs like incident reduction, MTTR, SLA compliance, automation adoption, and team capability development.