Technical Architect Devops (CCaaS)

Experience

• 10–15+ years of experience in Contact Center technologies and DevOps operations.
• Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE.
• Experience managing production environments and enterprise customers.

Technical Expertise

• Strong understanding of:
• Contact Center Architecture
• IVR / Routing, Voice AI / Workforce Optimization
• Omnichannel contact center environments
• Experience with:
• Cloud contact center platforms
• API integrations and system integrations
• Monitoring, observability, and operational tooling
• Knowledge of ITIL processes (Incident, Problem, Change, Request management).

Leadership

• Experience leading technical support teams (L1/L2).
• Strong ability to mentor engineers and drive operational excellence.
• Experience managing customer-facing engagements and escalations.

Preferred Qualifications

• Experience with Genesys Cloud, Cisco UCCE/Webex Contact Center, NICE CXone.
• Knowledge of DevOps automation, scripting, and CI/CD practices.
• Familiarity with cloud platforms (AWS / Azure / GCP).
• ITIL Certification or similar operational frameworks.
• Experience working with global enterprise customers.