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Niche telephony skillset and seniority reduce applicants despite Tier-1 brand and metro location.
Highly specialized contact-centre telephony, Avaya and Genesys expertise not easily transferable.
Explicit 15+ years, 10+ domain experience, and many mandatory platform skills and certifications.
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.