Director of Telephony Infrastructure - Contact Center

Position Summary:

The Vice President of Contact Center Technology leads the strategy, security, and optimization of global contact center networks, supporting both on-site and remote agents. This role ensures scalable, compliant solutions for customer interactions and helpdesk operations while driving innovation in AI, automation, and omnichannel integration.

Key Responsibilities:

• Strategic Leadership:
• Develop and execute a comprehensive contact center technology strategy that aligns with business goals and supports future growth.
• Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation, and workforce optimization tools.
• Ensure expertise in VoIP, SIP trunking, and telephony infrastructure to optimize call quality, routing, and cost efficiency across global operations.
• Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs.
• Ensure seamless integration of contact center solutions with CRM, IT systems, security, and business applications for a unified customer experience.
• Operational Management:
• Oversee global contact center operations, including technology infrastructure supporting both on-site and remote agents.
• Manage network operations, internet connectivity, and helpdesk support to ensure consistent and reliable service across all locations.
• Lead incident response and problem resolution, ensuring minimal downtime and rapid recovery for contact center platforms, CCaaS environments, and supporting infrastructure.
• Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency.
• Maintain 24/7 operational support for mission-critical contact center systems and helpdesk functions.
• Team Leadership:
• Build and lead a high-performing contact center technology team, including network engineers, cloud specialists, and support staff.
• Mentor and develop talent in CCaaS, VDI, network security, and AI-driven contact center solutions.
• Lead and mentor team members in best practices for network and telephony infrastructure, performance optimization, and security.
• Drive a culture of accountability, collaboration, and innovation within the team.
• Budgeting and Financial Oversight:
• Manage the contact center technology budget, ensuring cost-effective solutions while optimizing performance and scalability.
• Identify opportunities to reduce operational costs through platform consolidation, contract renegotiation, and automation.
• Compliance and Security:
• Ensure contact center networks, cloud platforms, and communication systems comply with regulatory standards such as GDPR, PCI DSS, HIPAA, and other industry requirements.
• Implement robust security protocols to protect sensitive customer and company data across all communication channels.
• Continuously assess and enhance security measures to mitigate risks in CCaaS, VDI, and network infrastructure.

Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field; Master’s degree preferred.
• 10 years of experience in telecommunications infrastructure, with at least 5 years in a senior leadership or executive role.
• Strong understanding of CCaaS Platforms, VoIP, SIP trunking, PBX systems, cloud-based telephony solutions, and unified communications platforms.
• Proven experience with telephony systems architecture, design, and implementation on a global scale.
• Excellent knowledge of telecommunications regulations, security standards, and compliance.
• Strong vendor management experience, including contract negotiations and service level management.
• Demonstrated ability to lead and develop teams in a fast-paced and dynamic environment.
• Exceptional problem-solving, analytical, and decision-making abilities.
• Strong financial acumen with experience managing large budgets and capital projects.

Preferred Skills:

• Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Cisco WebEx Calling).
• Knowledge of AI-powered customer service tools and predictive call analytics.
• Experience in transitioning legacy telephony systems to modern, scalable platforms.