Ccaas Support Technical Lead

Summary

Join BETSOL's managed services team as a leader, overseeing contact center technology support and ensuring high system availability. You will manage a team, stakeholder relationships, and drive incident resolution. This role requires 10+ years in IT service management and 5+ years leading tier 2 support for contact centers, along with expertise in Verint, cloud platforms, ITSM, and ServiceNow. A Bachelor's degree in a related field is required, and relevant certifications are preferred. The position offers comprehensive health insurance, 401K, and is primarily remote with occasional travel.

Requirements

• 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
• Bachelor's degree in Computer Science, Information Technology, or related field
• Strong problem-solving abilities
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills
• 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

Responsibilities

• 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

Preferred Qualifications

Relevant technical certifications

Benefits

• Comprehensive health insurance
• 401K
• Volunteer programs
• Scholarship opportunities
• Fitness center
• Cafe
• Recreational facilities