Director of Telephony Infrastructure - Contact Center Job at TransPerfect, Tempe, AZ

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  • TransPerfect
  • Tempe, AZ

Job Description

Position Summary:

The Director of Contact Center Technology leads the strategy, security, and optimization of global contact center networks, supporting both on-site and remote agents. This role ensures scalable, compliant solutions for customer interactions and helpdesk operations while driving innovation in AI, automation, and omnichannel integration.

Key Responsibilities:

  • Strategic Leadership :
  • Develop and execute a comprehensive contact center technology strategy that aligns with business goals and supports future growth.
  • Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation, and workforce optimization tools.
  • Ensure expertise in VoIP, SIP trunking, and telephony infrastructure to optimize call quality, routing, and cost efficiency across global operations.
  • Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs.
  • Ensure seamless integration of contact center solutions with CRM, IT systems, security, and business applications for a unified customer experience.
  • Operational Management :
  • Oversee global contact center operations, including technology infrastructure supporting both on-site and remote agents.
  • Manage network operations, internet connectivity, and helpdesk support to ensure consistent and reliable service across all locations.
  • Lead incident response and problem resolution, ensuring minimal downtime and rapid recovery for contact center platforms, CCaaS environments, and supporting infrastructure.
  • Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency.
  • Maintain 24/7 operational support for mission-critical contact center systems and helpdesk functions.
  • Team Leadership :
  • Build and lead a high-performing contact center technology team, including network engineers, cloud specialists, and support staff.
  • Mentor and develop talent in CCaaS, VDI, network security, and AI-driven contact center solutions.
  • Lead and mentor team members in best practices for network and telephony infrastructure, performance optimization, and security.
  • Drive a culture of accountability, collaboration, and innovation within the team.
  • Budgeting and Financial Oversight :
  • Manage the contact center technology budget, ensuring cost-effective solutions while optimizing performance and scalability.
  • Identify opportunities to reduce operational costs through platform consolidation, contract renegotiation, and automation.
  • Compliance and Security :
  • Ensure contact center networks, cloud platforms, and communication systems comply with regulatory standards such as GDPR, PCI DSS, HIPAA, and other industry requirements.
  • Implement robust security protocols to protect sensitive customer and company data across all communication channels.
  • Continuously assess and enhance security measures to mitigate risks in CCaaS, VDI, and network infrastructure.

Qualifications:

  • Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field; Master’s degree preferred.
  • 10+ years of experience in telecommunications infrastructure, with at least 5 years in a senior leadership or executive role.
  • Strong understanding of CCaaS Platforms, VoIP, SIP trunking, PBX systems, cloud-based telephony solutions, and unified communications platforms.
  • Proven experience with telephony systems architecture, design, and implementation on a global scale.
  • Excellent knowledge of telecommunications regulations, security standards, and compliance.
  • Strong vendor management experience, including contract negotiations and service level management.
  • Demonstrated ability to lead and develop teams in a fast-paced and dynamic environment.
  • Exceptional problem-solving, analytical, and decision-making abilities.
  • Strong financial acumen with experience managing large budgets and capital projects.

Preferred Skills:

  • Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Cisco WebEx Calling).
  • Knowledge of AI-powered customer service tools and predictive call analytics.
  • Experience in transitioning legacy telephony systems to modern, scalable platforms.

Job Tags

Contract work, Remote job,

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