Related skills
aws change management itil incident management ccaas📋 Description
- Oversee management and analysis of support and change requests.
- Monitor platform health and perform system checks for stability and capacity.
- Coordinate incident and service request resolution across teams.
- Drive Change Management cycles with visibility across stakeholders.
- Escalate high-priority incidents (P1/P2) with timely communication.
- Drive RCA follow-through and implement corrective actions.
🎯 Requirements
- 6–8+ years in Technical Operations Management, contact center environments.
- Experience CCaaS platforms (Genesys, Five9, Cisco, NICE CXone, AWS Connect).
- Strong background in client relationship management and consulting.
- Proven ability to manage incident response, change management, and service delivery.
- Solid understanding of ITIL frameworks and operational best practices.
- Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals.
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