We are looking for an experienced Contact Center Technical Lead position, All technical matters company wide and manage our technical support team and l work collaboratively with clients/users, the development team, and various stakeholders within the company to ensure the delivery of all products in an efficient, timely manner.

• Provide guidance and insight to upper management and procure buy-in

• Report progress, including any changes made to plans and production, and contribute to product design and establishment of requirements

• Delegate technical responsibilities and monitor the progress of projects and deliver products consistently, on time, and on budget

• Oversee user testing and report results—adjust requirements as needed

• Work closely with project manager during all phases of the development lifecycle

• Review all work produced by the development team and ensure code produced meets company standards requirements

• Conduct interviews, hire and train new technical support/IT staff

• Build an internal wiki with technical documentation, manuals, and IT policies

Additional Skills

• Experience with Genesys Pure Connect, 3CX, or other contact center solution platforms

• Experience with troubleshooting ISDN and SIP Trunking or  (PSTN) issues with telcos 

• Good technical knowledge and experience with two or more of the following infrastructure components: DHCP/DNS, WAN/LAN topologies and services, WLAN, MPLS, IP management tools, network management applications, Internet, IPT, QOS, EIGRP/BGP, unified communications, multimedia/VoIP solutions, SIP, and contact center technology

• Knowledge and/ or Certification on Cisco data networking products, contact center and unified communication solutions

• Proven experience in managing outcomes in an IT infrastructure environment

• Experience translating business requirements into technical network solutions

• Bachelor’s degree in computer science, information technology, or related field

• IT certification a must 

• Minimum of  5 years experience in the Information Technology field

• Experience as a Technical Lead for Telephony projects

• Experience in deploying at least 3 contact centers (>50 agents)

• Experience with cloud contact center technologies with at least 2 contact center deployments

• Experience working with telcos to provision SIP Trunks for PSTN access.