Technical Architect Devops (CCaaS)

Experience 10–15+ years of experience in Contact Center technologies and DevOps operations. Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE . Experience managing production environments and enterprise customers . Technical Expertise Strong understanding of: Contact Center Architecture IVR / Routing, Voice AI / Workforce Optimization Omnichannel contact center environments Experience with: Cloud contact center platforms API integrations and system integrations Monitoring, observability, and operational tooling Knowledge of ITIL processes (Incident, Problem, Change, Request management) . Leadership Experience leading technical support teams (L1/L2) . Strong ability to mentor engineers and drive operational excellence . Experience managing customer-facing engagements and escalations . Preferred Qualifications Experience with Genesys Cloud, Cisco UCCE/Webex Contact Center, NICE CXone . Knowledge of DevOps automation, scripting, and CI/CD practices . Familiarity with cloud platforms (AWS / Azure / GCP) . ITIL Certification or similar operational frameworks. Experience working with global enterprise customers .