Director, Contact Center Technology & Global Operations
TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.
As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
We are seeking an experienced Contact Center Technology & Global Operations Leader to drive the strategic transformation, migration, and ongoing operational excellence of our global contact center infrastructure. Based out of our Hyderabad technology hub, this key leadership role will oversee the technical operations and service delivery supporting our US and LATAM regions.
The ideal candidate will bring deep technical expertise in contact center architecture, possessing a proven track record of migrating complex legacy telephony systems (Avaya, NICE Engage) to modern, cloud-native platforms (Genesys Cloud CX). You will lead engineering and operations teams, manage high-performing vendor/carrier relationships, and serve as the ultimate escalation authority for ultra-high-availability environments.
The Responsibilities
- Lead and execute the end-to-end migration strategy from legacy Avaya Communication Manager (CM), AES, and NICE Engage systems to a modern Genesys Cloud CX architecture.
- Oversee the transformation from legacy NICE Engage recording infrastructure to native Genesys Cloud recording solutions, maintaining strict regulatory compliance, data security, and uninterrupted business operations.
- Own the technical architecture, implementation, and operational stability of Genesys Cloud CX.
- Manage Bring Your Own Carrier (BYOC) deployment, SIP trunking, WebRTC, global voice routing, and carrier onboarding across international jurisdictions.
- Architect and oversee solutions across inbound/outbound voice and digital channels (chat, email, messaging).
- Drive robust Computer Telephony Integration (CTI) middleware and deep integrations with enterprise CRM platforms, including Salesforce and ServiceNow.
- Direct 24/7 technical operations from Hyderabad for the US and LATAM markets, managing customer lifecycle operations, technical onboarding, capacity planning, and dynamic environment scaling.
- Serve as the final technical authority for major incidents; lead problem management, Root-Cause Analysis (RCA), and continuous platform stability efforts.
- Manage key technical relationships with telecom carriers, systems integrators, and software vendors. Hold external partners accountable to stringent operational performance SLAs and contractual commitments.
- Lead, mentor, and grow a high-performing engineering and operational team in Hyderabad, fostering a culture of innovation, accountability, and technical excellence.
- Continuously identify opportunities to enhance platform reliability, automate manual workflows, lower total cost of ownership (TCO), and improve global customer experience.
- 10+ years in contact center engineering, telephony architecture, and IT operations, with demonstrated leadership experience managing global engineering teams.
- Hands-on experience with Genesys Cloud CX deployment, configuration, BYOC, WebRTC, and SIP architecture.
- In-depth background in legacy enterprise telephony systems, specifically Avaya CM / AES and NICE Engage.
- Deep experience with contact center compliance, data security, and call/screen recording workflows.
- Proven experience integrating contact center platforms with CRM solutions like Salesforce and ServiceNow.
- Strong background managing multi-regional operations (US & LATAM), 24/7 high-availability environments, and complex carrier routing setups.
- Excellent communication skills with a track record of driving cross-functional alignment between engineering, business stakeholders, and third-party vendors.
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.