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Join Medical Surgical at a pivotal and exciting time in our history! We are seeking a seasoned, highly motivated professional to provide technical and strategic leadership for our global contact center and telephony platforms. This role offers the opportunity to influence architecture, drive innovation, and lead initiatives that enhance customer experience and operational excellence.
Job Responsibility:
Own the architecture and roadmap for enterprise telephony, VoIP, SIP trunking, SBCs, IVR, and contact center platforms
Lead design and deployment of CCaaS and UCaaS platforms
Ensure seamless integration of contact center platforms with CRM (Salesforce), workforce management (WFM), quality management, and analytics tools
Drive AI/automation capabilities (IVR, chatbots, speech analytics, natural language routing)
Define technical standards, security guidelines, and best practices for voice and contact center systems
Oversee day-to-day operation of global telephony and contact center platforms, ensuring high availability
Manage incident response and root cause analysis for critical outages
Ensure disaster recovery and business continuity plans are designed and tested
Optimize QoS, bandwidth, and call routing strategies across global networks
Ensure compliance with PCI, HIPAA, FCC, and other regional telephony regulations
Implement secure call recording, encryption, and retention strategies
Partner with security teams to manage risks around SIP attacks, toll fraud, and data privacy
Lead a team of engineers and administrators across global operations
Manage vendor relationships, licensing, and contract negotiations with CCaaS/UCaaS providers and carriers
Build strong partnerships with customer service, operations, and IT security teams
Requirements:
Degree or equivalent experience
Typically requires 12+ years of professional experience and 4+ years of management experience
6+ years of progressive IT experience, with 3+ years in leadership roles managing telephony/contact center technologies
Strong knowledge of VoIP, SIP, SBCs, PBX systems, and cloud telephony
Hands-on experience with CCaaS/UCaaS migrations and integrations
Familiarity with CRM (Salesforce), WFM tools, and API/middleware integrations
Understanding of networking fundamentals (QoS, MPLS, SD-WAN)
Nice to have:
Certifications in CCaaS/UCaaS platforms
Experience with AI-driven customer engagement and speech analytics tools