CCaaS Support Technical Lead

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Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL's open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com

Lead the managed services delivery team supporting contact center technologies, ensuring high availability and performance of critical customer service systems.

Key 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

Qualifications

• 10+ years in IT service management
• 5+ years leading tier 2 support team for contact centers
• Strong experience with:
  • Five9 and Verint ecosystem
    • Verint QM and WFM
    • Five9 Omnichannel and 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

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field
• Relevant technical certifications preferred

Required Competencies:

• Strong problem-solving abilities
• Excellent communication skills
• Team collaboration
• Process-oriented mindset
• Customer service focus
• Ability to work under pressure
• Time management skills

Special Circumstances:

• 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

Additional Information

Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)