Description
Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.
They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.
Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights.
We are currently searching for a Technical Lead – CC Technologies:
Responsibilities
- Lead and manage the Contact Center Engineering (CCE) Operation and Support team — including Telephony, Recording, IVR, SBC, WFM, and Voice — ensuring SLA and KPI compliance.
- Oversee internal staff and vendors, including performance evaluations, scheduling, on-call rotations, leadership, and technical guidance.
- Act as the primary technical point of contact with business units for handling requests, incidents, and new projects.
- Generate and analyze operational reports, including service level compliance, performance indicators, and infrastructure status.
- Ensure adherence to established processes and procedures for effective incident, project, and request management.
- Participate in after-hours or weekend issue resolution as needed.
- Collaborate with global Contact Center Operations teams (Canada, Central America, LATAM, Caribbean) to standardize processes and share best practices.
Requirements
- Minimum 5 years of experience leading Operations and Engineering teams, particularly within Contact Center Technologies (CCE).
- Strong knowledge of Telephony, IVR, Recording, SBC, and WFM systems.
- Proven experience managing vendors and ensuring SLA compliance.
- Hands-on experience coordinating with internal business and technical support areas.
- Solid understanding of incident, project, and request management under ITIL methodologies.
- Intermediate English proficiency (spoken and written).
- Desired: PMP or Scrum certifications.
- Desired: Experience with ServiceNow or similar incident/change management tools.
- At least 5 years of experience in the banking sector.
Languages
- Intermediate English (spoken and written)
- Native Spanish.
Note:
- Hybrid modality – On-site Tuesdays and Thursdays
If you meet these qualifications and are pursuing new challenges, Start your application to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/.
Requirements
- Minimum 5 years of experience leading Operations and Engineering teams, particularly within Contact Center Technologies (CCE).
- Strong knowledge of Telephony, IVR, Recording, SBC, and WFM systems.
- Proven experience managing vendors and ensuring SLA compliance.
- Hands-on experience coordinating with internal business and technical support areas.
- Solid understanding of incident, project, and request management under ITIL methodologies.
- Intermediate English proficiency (spoken and written).
- Desired: PMP or Scrum certifications.
- Desired: Experience with ServiceNow or similar incident/change management tools.
- At least 5 years of experience in the banking sector.
