Technical Lead (CCaaS)

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Role Overview:

For our CCaaS migration project, we are looking for a CCaaS Technical Lead Engineer who will play a critical role in designing, implementing, and supporting Contact Center as a Service (CCaaS) solutions. Your expertise will drive innovation, enhance user experiences, and optimize cost-effective services. You’ll collaborate with cross-functional teams, mentor colleagues, and ensure seamless communication between business units and technical departments.

Responsibilities

Design and Engineering:

• Lead the design and architecture of comprehensive CCaaS systems, including Unified Communications (UCaaS) components.
• Develop call flows that integrate with third-party applications (e.g., CRM/PRM, call recording vendors, workforce management, quality management, natural language processing, automatic speech recognition, and cloud integrations).
• Stay informed about emerging technologies and assess their impact on CCaaS solutions.

Project Management:

• Manage multiple workstreams and closely work together with our project manager.
• Align vendor deliverables with business goals and objectives.
• Collaborate with application support teams to ensure seamless integration with third-party solutions.

User Experience Enhancement:

• Proactively identify process and technology enhancements to improve user experiences.
• Implement automation and value-added telecom services.
• Provide exceptional customer service during critical issues.

Mentoring and Guidance:

• Mentor team members and provide technical guidance.
• Foster a collaborative environment and share best practices.

Qualifications

Experience:

• Minimum 10 years of relevant experience.
• Strong background in designing, configuring, implementing, and supporting Cisco Contact Centers (UCCE/WxCCE), Genesys, Five9, Verint, or equivalent.
• Familiarity with sentiment analysis, intent classification, text-to-speech, speech-to-text technologies, conversational AI, bots, and agent assist.

Skills:

• Excellent communication and collaboration skills.
• Fluent in English
• Ability to manage complex projects and vendor relationships.
• Understanding of multi-tenant configurations for UCaaS and CCaaS systems.

Education:

• Bachelor’s degree in a relevant field (Computer Science, Telecommunications, or related).

Qualifications

• Bachelor’s degree
• Minimum 10 years of relevant experience
• Strong background in designing, configuring, implementing, and supporting Cisco Contact Centers (UCCE/WxCCE), Genesys, Five9, Verint, or equivalent.