Call Center Technical Lead

Responsibilities

• Design and oversee all contact center systems (telephony, CRM, IVR, network).
• Manage system implementation & integration: Ensure all technologies are properly deployed and integrated.
• Oversee infrastructure & network: Maintain system availability, performance, and redundancy.
• Ensure security & compliance: Enforce federal security standards (FISMA, NIST) and data protection.
• Maintain system documentation and provide technical reports.
• Resolve critical system issues and outages.
• Oversee system updates, upgrades, and releases with minimal disruption.
• Supervise IT staff and provide technical guidance.
• Manage disaster recovery and COOP readiness.

Requirements

• Bachelor's degree in Business Administration, Management, IT, or related field preferred.
• Experience: 8-10+ years of experience in: IT systems and infrastructure management, Contact center technologies, 3-5 years in a technical leadership role.
• Experience managing: Large-scale, multi-site environments, High-availability systems.