CCaaS Support Technical Lead

Summary

Join BETSOL's managed services team as a Lead, overseeing contact center technology support and ensuring high system availability and performance. Manage stakeholder relationships, drive incident resolution, and coordinate change management. Lead service improvements, provide escalation support, and manage team performance. The role requires 10+ years in IT service management and 5+ years leading a tier 2 contact center support team. Experience with Verint and Five9 ecosystems, cloud platforms, ITSM processes, and ServiceNow is essential. A Bachelor's degree in a related field is required, and relevant technical certifications are preferred. The position is remote with occasional travel.

Requirements

• 10+ years in IT service management
• 5+ years leading a tier 2 support team for contact centers
• Strong experience with: Verint Ecosystem Verint QM
• Verint WFM
• Five9 Ecosystem Five9 Omnichannel
• Five9 Agent Assist
• 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 preferred

Benefits

• Comprehensive health insurance
• Competitive salaries
• 401K
• Volunteer programs
• Scholarship opportunities