Onshore CCaaS Lead (Call Center as a Service)

Role – Onshore CCaaS Lead (Call Center as a Service)
Location: Miami, FL – Remote with occasional travel
Duration: 12 Months

Overview:

We are seeking an experienced CCaaS Lead to drive contact center technology, operations, and transformation initiatives. The ideal candidate will have strong expertise in cloud contact center platforms, global support models, workforce management, and customer experience technologies. This role will work closely with business and technology stakeholders to bring structure to complex environments and deliver scalable solutions.

Key Responsibilities:

• Lead CCaaS strategy, architecture, implementation, and operational improvements across large-scale contact center environments.
• Work with platforms such as Genesys, NICE, Salesforce, or comparable CCaaS solutions.
• Design and optimize global 24x7 support and staffing models, including workforce planning and operational processes.
• Drive contact center transformation and managed-services initiatives across complex enterprise environments.
• Provide expertise across omnichannel routing, IVR, CTI, CRM, and customer service integrations.
• Analyze complex business and technology environments and translate findings into practical strategies, roadmaps, and actionable plans.
• Partner with business leaders, technical teams, vendors, and other stakeholders to align solutions with business objectives.
• Manage changing requirements and ambiguity while establishing structure, priorities, and execution plans.
• Support continuous improvement of customer experience, contact center performance, and operational efficiency.

Required Qualifications:

• 10+ years of experience in contact center operations, CCaaS, customer experience technology, or related areas.
• Strong hands-on/leadership experience with CCaaS platforms such as Genesys, NICE, Salesforce, or equivalent.
• Proven experience with global contact center operations and 24x7 support models.
• Strong understanding of Workforce Management (WFM), IVR, CTI, omnichannel routing, CRM, and customer service platforms.
• Experience leading large-scale transformation, enterprise implementation, or managed-services programs.
• Excellent analytical, communication, leadership, and stakeholder-management skills.
• Ability to simplify complex environments, develop actionable solutions, and operate effectively in ambiguous and rapidly changing situations.
• Willingness to support occasional travel as required.