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CCaaS Support Technical Lead
@BETSOL
[Hiring] CCaaS Support Technical Lead @BETSOL
Jan 31, 2025 - BETSOL is hiring a remote CCaaS Support Technical Lead. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Lead the managed services delivery team supporting contact center technologies, ensuring high availability and performance of critical customer service systems.
- Oversee overall service delivery and team performance
- Manage stakeholder relationships with Product Owners, Architects, and Engineers
- Drive incident resolution for critical systems
- Coordinate change management activities
- Ensure compliance with security and operational controls
- Lead service improvement initiatives
- Provide escalation support for critical issues
- Manage team performance and development
Qualifications
- 10+ years in IT service management
- 5+ years leading tier 2 support team for contact centers
- Strong experience with:
- Verint ecosystem
- Cloud platforms (AWS, GCP)
- ITSM processes and tools
- ServiceNow
- Understanding of healthcare compliance (HIPAA)
- Excellent stakeholder management skills
- Strong incident management experience
- Change management expertise
- Education:
- Bachelor's degree in Computer Science, Information Technology, or related field
- Relevant technical certifications preferred
Requirements
- Strong problem-solving abilities
- Excellent communication skills
- Team collaboration
- Process-oriented mindset
- Customer service focus
- Ability to work under pressure
- Time management skills
Special Circumstances
- Must be available for extended hours during:
- Annual Enrollment Period (Oct-Dec)
- Welcome Season (January)
- Onshore roles may require onsite presence during critical periods
- Must be able to join immediate response calls when on-call
Additional Information
- Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Jan 31, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
