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Call Center Technical Lead

ITCON Services

Role overview

Qualifications

  • Bachelor's degree in Business Administration, Management, IT, or related field preferred
  • 8–10 plus years of experience in IT systems and infrastructure management
  • 3–5 years in a technical leadership role
  • Experience managing large-scale, multi-site environments

Responsibilities

  • Lead technical architecture: 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

About the company

ITCON Services logo

ITCON Services

IT Services & IT Consulting

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

IndustryIT Services & IT Consulting
Company size51 - 200

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Job description

The Technical Lead is responsible for the overall technical architecture, implementation, operation, and maintenance of all contact center systems and infrastructure supporting the DOL National Contact Center (NCC).
This role ensures that all technology platforms (telephony, CRM, IVR, network, and reporting systems) are secure, reliable, scalable, and compliant with federal standards, enabling seamless multi-channel customer service delivery.
  • Lead technical architecture: 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.
  • Monitor and optimize performance: Track system performance and implement improvements.
  • Handle incidents & escalations: Resolve critical system issues and outages.
  • Manage changes: Oversee system updates, upgrades, and releases with minimal disruption.
  • Lead technical team: Supervise IT staff and provide technical guidance.
  • Support reporting & documentation: Maintain system documentation and provide technical reports.
Ensure continuity of operations: Manage disaster recovery and COOP readiness.

Education
  • Bachelor's degree in Business Administration, Management, IT, or related field preferred
Minimum requirements
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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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