Head of Call Center Technology - Hybrid

Role Overview:

The Head of Call Center Technology owns the strategic direction and end-to-end management of call center platforms, including applications, telephony, integrations, and underlying infrastructure. This role leads a technical team and is accountable for ensuring all call center technologies are reliable, secure, cost-effective, and fit for business use across high-volume, real-time operations.



Key Responsibilities

· Lead reliability and resilience across call center applications, telephony, integrations, and infrastructure.

· Drive platform modernization and migration (e.g., on-premise to cloud) with minimal business disruption.

· Champion automation and engineering excellence to eliminate manual effort and accelerate delivery.

· Lead execution of business and technology initiatives, driving continuous improvement and innovation.

· Manage total cost of ownership (TCO), budgets, and OPEX/CAPEX optimization.

· E...