Contact/Call Center IT Operations Manager

Hybrid role in NYC
We are seeking an experienced Call Center Avaya Operations Manager with deep expertise in Avaya call center and contact center environments. This role will lead efforts to assess, understand, and manage the call center operating environment and its day-to-day operations.

* Strong contact center operational knowledge is more important than deep technical expertise, though both are highly valued. Ideal candidates will bring hands-on experience in areas such as agent call handling, performance metrics, call statistics, forecasting, and overall contact center efficiency.
* Familiarity with Avaya is preferred, though experience with comparable platforms such as Cisco is also valuable. Experience supporting teams that handle high-volume inbound patient calls is especially relevant.
* This person will work closely with internal leadership and cross-functional teams, including Network, Network Engineering, Telecom, Server, Switch, Cabling, PMO, and Data Center teams, as well as external vendors. The role requires regular interaction with stakeholders at all levels of the organization.
* Key responsibilities include coordinating with all internal and external teams involved in the initiative and helping ensure alignment across workstreams.
* The Operations Manager will track progress, provide status reporting, and ensure that project documentation and operational procedures are complete, accurate, and well maintained.
* Candidates should have a solid understanding of the supporting infrastructure involved in contact center operations, although this is not intended to be a hands-on technical role.
* Additional responsibilities may include supporting IT and operational readiness efforts, helping prepare end-user training, and serving as a liaison between vendors and IT teams on call center and contact center requirements.
*Skills*
project management/coordination, technical analyst, Ms project, Infrastructure, Avaya, Contact center, Operation, Operations management, Leadership communication, Operations analysis, Project management, Implementation, cisco, cabling, Stakeholder management, Healthcare, Pmp, Operational management, Management skills, Support
*Job Type & Location*
This is a Contract to Hire position based out of New York, NY.
*Pay and Benefits*The pay range for this position is $65.00 - $85.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision


* Critical Illness, Accident, and Hospital


* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available


* Life Insurance (Voluntary Life & AD&D for the employee and dependents)


* Short and long-term disability


* Health Spending Account (HSA)


* Transportation benefits


* Employee Assistance Program


* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a hybrid position in New York,NY.
*Application Deadline*This position is anticipated to close on Jun 5, 2026.

About TEKsystems


We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services


We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.