Contact Center Technical Lead

hace 3 semanas

Santiago de Querétaro, México Sequoia Connect A tiempo completo

We are currently searching for a **Contact Center Technical Lead**:**Responsibilities**:- **Lead the Contact Center Engineering (CCE) Operations and Support team**, including Telephony, IVR, SBC, Recording, and Workforce Management (WFM) systems.- **Manage internal staff, contractors, and vendors** to ensure SLA compliance, service delivery, and performance evaluations.- **Oversee incident resolution, project execution, and operational workflows**for Contact Center technologies.- **Generate and analyze reports** on service levels, KPIs, infrastructure status, and operational risks.- **Ensure compliance with operational risk frameworks**, including anti-money laundering (AML), regulatory standards, and business controls.- Collaborate with global CC Operations teams (Canada, LATAM, Caribbean) to standardize processes and share best practices.- **Provide 24/7 on-call support** for critical issues, including weekends and off-hours.**Requirements**:- **Minimum 5 years of experience leading technical teams** in Contact Center/CCE environments (Telephony, IVR, SBC, WFM).- **Proven track record in vendor management, SLA compliance, and KPI-driven service delivery**.- Strong knowledge of **Contact Center technologies** (e.g., Avaya, Cisco, IVR platforms, call recording).- Experience with **operational risk management**, regulatory compliance, and audit processes.- Ability to troubleshoot complex technical issues and manage cross-functional projects.- **Hybrid work model**: 3 days in-office, 2 days remote.**Desired**:- Certifications in Contact Center platforms (e.g., Avaya, Cisco).- Experience with global team coordination (LATAM, Caribbean markets).- Familiarity with workforce management (WFM) tools and analytics.**Languages**- Advanced Oral English.**Note**:- Hybrid role (3 days in-office, 2 days remote).Pay: $80,****** - $120,****** per monthWork Location: In person

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