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Head of Technology – BPO / Contact Center Operations

0 years

0 Lacs

Noida Uttar Pradesh India

Posted:2 weeks ago| Platform: Linkedin logo

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Skills Required

technology leadership drive design optimization service strategy support configuration architecture integration monitoring crm analytics chat interoperability salesforce reporting ai ml automation compliance security risk planning management api zendesk sip voip aws azure communication gcp itil

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary:

Genesys


Key Responsibilities:

  • Develop and execute the technology strategy for BPO and customer support operations.
  • Provide hands-on leadership in the implementation, configuration, and optimization of Genesys Cloud/Genesys Engage platforms.
  • Oversee the architecture and integration of ACD, IVR, CTI, WFM, quality monitoring, CRM, and analytics tools.
  • Manage omnichannel capabilities (voice, email, chat, SMS, social) and ensure high availability and performance of systems.
  • Design and rollout of call center infrastructure in cloud environments.
  • Ensure interoperability and seamless integration between

    Genesys

    and supporting tools like Salesforce, Navitaire etc.
  • Oversee real-time and historical reporting tools to enable performance optimization.
  • Knowledge of RPA, AI/ML, chatbots, voice bots, and other automation tools to improve customer experience and operational efficiency.
  • Explore innovations in conversational AI, speech analytics, and customer journey orchestration.
  • Lead a cross-functional team of IT engineers, developers, and tech support staff.
  • Manage vendor relationships with Genesys and other third-party providers.
  • Negotiate service level agreements (SLAs), monitor KPIs, and ensure compliance with contracts.


Security, Compliance, and Risk Management

  • Ensure compliance with industry standards (e.g., GDPR, HIPAA, PCI-DSS) and corporate security policies.
  • Oversee business continuity, disaster recovery planning, and incident management for contact centre platforms.

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.

  • Proven hands-on experience with Genesys platforms (preferably Genesys Cloud CX or Engage) – design, configuration, API integrations, and troubleshooting.
  • Strong knowledge of contact center technologies: IVR, ACD, WFM, QM, CTI, CRM (e.g., Salesforce, Zendesk), telephony (SIP, VoIP), and analytics tools.
  • Experience managing complex migrations (e.g., from on-premises to cloud) and multi-site/global operations.
  • Exposure to cloud platforms such as AWS, Azure, and containerized environments is a plus.


Technical leadership and strategic planning

  • Deep understanding of call center architectures
  • Project and vendor management
  • Omnichannel customer experience
  • Performance analytics and KPI management
  • Excellent problem-solving and communication skills


Preferred Certifications

  • Genesys Certified Professional (GCP) – Cloud CX or Engage
  • PMP or ITIL Certification

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