CCaaS Tech Lead

The Technical Lead is responsible for end‑to‑end technical leadership across contact center modernization and agentic AI engagements, shaping solution architecture, guiding technical delivery, and ensuring scalable, secure, and resilient implementations.

This role leads the technical workstream across CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations, working closely with Delivery Leads, Functional Leads, Architects, and client IT stakeholders. The Technical Lead plays a pivotal role in moving engagements from discovery and design through build, deployment, and value realization.

Key Responsibilities

Technical Leadership & Architecture

• Own and shape the technical architecture for CCaaS and agentic solutions, aligned to client technology standards and transformation goals.
• Define TO‑BE technical architecture and solution blueprints, covering platform, cloud, integrati...