CrawlJobs Logo

Contact Center Lead

ethicshr.com Logo

Ethics HR

Location Icon

Location:

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Responsibility:

  • Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support
  • Configure and integrate contact center applications with CRM systems and other enterprise tools
  • Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation
  • Respond to and resolve technical incidents and problems related to contact center applications and telephony systems
  • Monitor contact center performance metrics, analyze data, and identify areas for improvement
  • Optimize systems to enhance call routing, reduce wait times, and improve customer experience
  • Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations
  • Ensure adherence to industry standards and best practices in contact center operations
  • Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications
  • Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides
  • Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards
  • Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk & workplace success guidelines whenever & wherever possible

Requirements:

  • Bachelor's degree in computer science, information technology, or a related field (Master's preferred) from a reputable university
  • Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect)
  • 4–6 years of experience in contact center technologies specifically in Genesys
  • Good knowledge of Java SE
  • Hands-on experience in call routing and IVR troubleshooting
  • Basic experience with Oracle DB and SQL
  • Good knowledge of Linux OS
  • Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment
  • Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration

Additional Information:

Job Posted:
March 05, 2026

Icon
Ethics HR - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Contact Center Lead

Contact Center AI Architect

Job Title: Contact Center AI Architect. Job Summary: Lead design solutions/solut...
Location
Location
United States , Chicago
Salary
Salary:
72.00 USD / Hour
realign-llc.com Logo
Realign
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of hands on technical experience in Contact Center & CX platforms
  • Proven experience delivering IVR, web chat, and AI-powered virtual assistant solutions
  • Solid technical understanding of cloud platforms (AWS/Azure/GCP), APIs, CI/CD, web technologies, and DevOps practices
  • Strong organizational and stakeholder management skills across technical and non-technical teams
  • Experience with Agile/Scrum or SAFe frameworks and tools (e.g., Jira, Confluence, Azure DevOps)
  • Excellent communication, leadership, and documentation abilities
  • Knowledge of APIs, JSON, XML, and OAuth
  • Experience with language: Node.js, Python
  • Familiarity with CI/CD pipelines/DevOps and version control tools like Git
  • Knowledge of customer journey mapping, persona design, and voice UX best practices
Job Responsibility
Job Responsibility
  • Lead design solutions/solution blue prints, artifacts/ hands on code involving Conversational AI, IVR systems, chatbot/web chat solutions, and cloud-native web applications
  • Collaborate with technology leads/developers, business SMEs, UX designers, and technology stakeholders to define technical deliveries
  • Drive integration of Voice and Web-based channels with back-end systems, APIs and analytics platforms
  • Coordinate with Cloud infrastructure teams (AWS, Azure, or GCP) to ensure scalable, secure, and high-performance deployments
  • Lead/design/architecting API integrations between internal platforms, external systems, and cloud services
  • Collaborate with development, infrastructure, and product teams to gather integration requirements and translate them into scalable technical solutions
Read More
Arrow Right

Senior Contact Center Call Routing & Cloud Solutions SME

We are seeking an experienced and highly knowledgeable Contact Center Voice Subj...
Location
Location
Poland , Warsaw
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Work experience of 8 to 10 years on Voice routing technology
  • Experience working with Genesys (Cloud/On-premises) and NICE CXone platforms
  • Certifications in Genesys and/or NICE CXone
  • Deep understanding of call routing (Cisco ICM/Swampfox ICX), IVR, ACD, CTI, omnichannel capabilities, and reporting/analytics
  • Experience with scripting languages such as JavaScript, Python, Ansible automation or Genesys Composer/SCXML
  • Solid grasp of APIs, data integrations, and CRM (Salesforce, MS Dynamics) integrations
  • Familiarity with telephony infrastructure (SIP, VoIP) and cloud-hosted environments (AWS, Azure)
  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication skills
  • Ability to work independently and as part of a team in a fast-paced environment
Job Responsibility
Job Responsibility
  • Serve as the technical SME for Genesys (Cloud/On-premises) and NICE CXone platforms
  • Lead product certification, design, configuration, and deployment of contact center solutions across platforms
  • Work with cross-functional teams to integrate contact center solutions with CRMs, IVRs, WFM, and other enterprise systems
  • Analyze business requirements and recommend optimal platform configurations and workflows
  • Ensure platform stability, scalability, and performance through continuous monitoring and proactive maintenance
  • Collaborate with vendors and internal stakeholders for feature enhancements and roadmap alignment
  • Develop and maintain comprehensive documentation including architecture diagrams, SOPs, and user guides
  • Conduct platform training and knowledge transfer to team members and end-users
  • Work with controls team to ensure systems are compliant with Citi standards
  • Actively participate in Internal/external Audit
What we offer
What we offer
  • Private Medical Care Program
  • Life Insurance Program
  • Pension Plan contribution (PPE Program)
  • Employee Assistance Program
  • Paid Parental Leave Program (maternity and paternity leave)
  • Sport Card
  • Holidays Allowance
  • Sport and team recreation activities
  • Special offers and discounts for employees
  • Access to an array of learning and development resources
  • Fulltime
Read More
Arrow Right

Community Support BizOps Lead

We are looking for a Sr. BizOps Lead to be part of our global CS Business Operat...
Location
Location
Ireland , Dublin
Salary
Salary:
98000.00 - 122000.00 EUR / Year
airbnb.com Logo
Airbnb
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results
  • Operations, Management Consulting or Financial/analytics background preferred
  • Must have deep functional domain expertise and knowledge in contact center operations and best practices
  • Understanding of contracts and commercial frameworks is a plus
  • Experience with process design and optimization, strategic operations and customer support strategies
  • Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities
  • Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
  • Experience using SQL, Python and/or Tableau is required
  • Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements
  • Excellent stakeholder management skills with the ability to influence at all levels
Job Responsibility
Job Responsibility
  • Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets
  • Develop and drive the business performance management system across the CS organization
  • Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives
  • Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance
  • Partner with CS analytics to design the right operational dashboards
  • Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget
  • Drive the annual business planning process and work with finance to build the operating budget
  • Build the process for driving the overall Operational Efficiencies targets
  • Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization
  • Own budget and spend policy operations, developing strategies for spend allocation and operationalizing the achievement of targets set by Finance
What we offer
What we offer
  • bonus
  • equity
  • benefits
  • Employee Travel Credits
  • Fulltime
Read More
Arrow Right

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...
Location
Location
United States
Salary
Salary:
270000.00 - 290000.00 USD / Year
simplisafe.com Logo
SimpliSafe
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
  • Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
  • Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
  • Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
  • Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
  • Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale
Job Responsibility
Job Responsibility
  • Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
  • Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
  • Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
  • Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
  • Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
  • Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
  • Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
  • Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
  • Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
  • Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams
What we offer
What we offer
  • A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
  • A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
  • Free SimpliSafe system and professional monitoring for your home
  • Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
  • Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits
  • Fulltime
Read More
Arrow Right

Solutions Engineer

As a Solutions Engineer in EMEA, you’ll be at the forefront of the AI transforma...
Location
Location
United Kingdom , London
Salary
Salary:
145000.00 - 162500.00 GBP / Year
cresta.com Logo
Cresta
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in customer-facing roles
  • 1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry
  • Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect)
  • Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation
  • Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture
  • Ability to design and communicate complex solutions clearly to both technical and business audiences
  • Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals
  • Fast learner and self-starter who thrives in high-growth, high-collaboration environments
  • Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI
Job Responsibility
Job Responsibility
  • Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
  • Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
  • Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms
  • Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
  • Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes
  • Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
  • Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
  • Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
  • Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
  • Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms
What we offer
What we offer
  • Comprehensive medical, dental, and vision coverage with plans to fit you and your family
  • Paid parental leave for all new parents welcoming a new child
  • Remote work setup budget to help you create a productive home office
  • Monthly wellness and communication stipend to keep you connected and balanced
  • 20 days of vacation time to promote a healthy work-life blend
  • Equity
Read More
Arrow Right

Strategic Solutions Engineer

As a Strategic Solutions Engineer, you’ll be at the forefront of the AI transfor...
Location
Location
United States
Salary
Salary:
180000.00 - 205000.00 USD / Year
cresta.com Logo
Cresta
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years of experience in customer-facing roles
  • 1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry
  • Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect)
  • Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation
  • Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture
  • Ability to design and communicate complex solutions clearly to both technical and business audiences
  • Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals
  • Fast learner and self-starter who thrives in high-growth, high-collaboration environments
  • Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI
  • You embody our core Operating Principles
Job Responsibility
Job Responsibility
  • Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
  • Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
  • Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms
  • Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
  • Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes
  • Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
  • Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
  • Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
  • Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
  • Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms
What we offer
What we offer
  • Comprehensive medical, dental, and vision coverage with plans to fit you and your family
  • Flexible PTO to take the time you need, when you need it
  • Paid parental leave for all new parents welcoming a new child
  • Retirement savings plan to help you plan for the future
  • Remote work setup budget to help you create a productive home office
  • Monthly wellness and communication stipend to keep you connected and balanced
  • In-office meal program and commuter benefits provided for onsite employees
  • Equity
  • Fulltime
Read More
Arrow Right

Strategic Solutions Engineer

As a Strategic Solutions Engineer, you’ll be at the forefront of the AI transfor...
Location
Location
United States
Salary
Salary:
175000.00 - 205000.00 USD / Year
cresta.com Logo
Cresta
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years of experience in customer-facing roles
  • 1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry
  • Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect)
  • Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation
  • Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture
  • Ability to design and communicate complex solutions clearly to both technical and business audiences
  • Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals
  • Fast learner and self-starter who thrives in high-growth, high-collaboration environments
  • Enthusiastic about Cresta’s mission and motivated to help customers unlock value from AI
  • You embody our core Operating Principles
Job Responsibility
Job Responsibility
  • Act as a consultative partner to customers—uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions
  • Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta’s real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence
  • Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms
  • Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring tight alignment with business value and technical feasibility
  • Design and deliver compelling, tailored product demonstrations that highlight how Cresta’s AI-powered virtual agents, real-time coaching, and analytics can deliver measurable business outcomes
  • Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases
  • Run ROI workshops and build business case models that connect Cresta’s capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT)
  • Provide insights based on your experience with AI technologies, contact center transformation, and customer success strategies
  • Serve as a technical liaison between Sales, Product, and Engineering—providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation
  • Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms
What we offer
What we offer
  • Comprehensive medical, dental, and vision coverage with plans to fit you and your family
  • Flexible PTO to take the time you need, when you need it
  • Paid parental leave for all new parents welcoming a new child
  • Retirement savings plan to help you plan for the future
  • Remote work setup budget to help you create a productive home office
  • Monthly wellness and communication stipend to keep you connected and balanced
  • In-office meal program and commuter benefits provided for onsite employees
  • Offers Equity
  • Fulltime
Read More
Arrow Right

Principal Product Manager

Microsoft Dynamics 365 Contact Center is an innovative organization committed to...
Location
Location
United States , Redmond
Salary
Salary:
139900.00 - 274800.00 USD / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's Degree AND 8+ years experience in product/service/program management or software development OR equivalent experience
  • 8+ years’ experience leading mission critical initiatives involving collaboration with stakeholders across multiple companies and industries
  • 8+ years of cross-functional leadership across product, sales, and stakeholder management
  • Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
Job Responsibility
Job Responsibility
  • Lead a robust D365 Contact Center growth strategy that is aligned with overarching corporate goals and evolving market dynamics
  • Create business plans encompassing market segmentation, product positioning, pricing frameworks, and go-to-market (GTM) execution
  • Identify new sources of revenue through vertical market expansion, strategic partner ecosystems, and customer experience (CX) innovation initiatives
  • Monitor and report key performance indicators (KPIs), including adoption rates, churn metrics, Net Revenue Retention, and Annual Recurring Revenue growth
  • Lead analyst relationships for D365 Contact Center
  • Drive GTM alignment with Marketing, Product, and Sales for unified messaging and execution
  • Create and refine pipeline programs for enterprise, Majors growth, and SME-C segments
  • Shape value propositions and differentiators to position D365 Contact Center against competitors
  • Manage launch plans for new features, integrations, and regional offerings
  • Help shape how the product continues to evolve as one of the world’s most differentiated CCaaS offerings by scaling readiness across sellers and partners
  • Fulltime
Read More
Arrow Right