Lead or participate in technology initiatives that address complex business problems with innovative technology solutions
Contribute to the design and evolution of systems, processes, and procedures that are cost-effective, scalable, and aligned with business requirements
Analyze and evaluate complex business, operational, or technical challenges requiring in-depth planning, direction, and problem-solving
Partner with business and technology stakeholders to assess needs, define requirements, and lead delivery of comprehensive technical solutions
Act as an internal consultant by applying quality tools, process definition, and continuous improvement practices to re-engineer and optimize technical processes
Collaborate with cross-functional teams to evaluate and resolve issues, manage project schedules, and ensure delivery of agreed-upon outcomes
Coordinate communication and information flow between business and technology teams to ensure alignment, transparency, and timely decision-making
Serve as the primary technology point of contact for line-of-business migrations to the Contact Center as a Service (CCaaS) platform, ensuring readiness, integration, and successful transition

4+ years of Business Systems or Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
Demonstrated ability to translate complex technical and architectural topics into simplified, actionable insights for executive and non-technical stakeholders, supporting informed decision-making.
Experience with contact center concepts and terminology (e.g., routing, queues, ACD, IVR, workforce management)
Knowledge of SaaS applications, cloud-based platforms, and common connectivity or integration patterns (APIs, event-based integrations, middleware)
Foundational understanding of core Computer Science principles, including systems design, data flows, and basic architecture concepts

Contact Center Modernization Migration Lead

Key skills