Technology Lead

Job Summary:
We are seeking a skilled and experienced Contact Center Solutions Specialist to lead, manage, and 
optimize our enterprise-wide telephony systems. This role will be pivotal in standardizing operations 
across multiple telephony platforms, ensuring high system availability, and enabling seamless CRM 
integration.

Key Responsibilities:

1. Contact Center Systems Management
• Take ownership of all contact center platforms (Ameyo, Voice Gate, Exotel, Call Confine – cloud,etc).
• Monitor and maintain uptime, performance, and stability of call center infrastructure.
• Manage SIP trunks, IVR flows, dialers, call routing, and call recordings.
• Propose and implement automation and analytics for better call handling and reporting.

2. CRM & System Integration
• Lead telephony integration with CRM (.NET-based & MS Dynamics 365).
• Ensure robust data flow between telephony and CRM platforms to support campaigns and service requests.
• Lead integration with any other third party system as needed.

3. Vendor & Stakeholder Coordination
• Serve as the single point of contact for all Contact center solutions vendors.
• Define SLAs, review performance, and drive resolution of escalations.
• Collaborate with call center operations, business users, IT infrastructure, and compliance teams.

4. Audit & Compliance Readiness
• Ensure systems comply with SEBI, internal audit, and IT security requirements.
• Manage call recording policies, retention, masking, and reporting.

Required Skills & Experience:
• 8-12 years of experience managing enterprise contact center platforms.
• Hands-on experience with hybrid telephony (cloud/on-prem) infrastructure.
• Strong understanding of SIP, IVR, CTI, and telephony call routing architecture.
• Proven experience integrating telephony with CRM systems (Dynamics 365 preferred).
• Familiarity with regulatory and audit requirements for call centers (SEBI, internal audit norms).
• Strong vendor management and troubleshooting skills.
• Excellent communication and cross-functional collaboration capabilities.

Qualifications needed:
• Bachelor’s degree in Engineering, Information Technology, or a related field.
• Certifications in telephony platforms or call center technologies (optional but beneficial).
• Experience in BFSI industry or regulated sectors is highly desirable