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Team Lead, CCaaS Operations

Anovia
Remote

Apply Now

Job details

Full-time
8 hours ago

Benefits

Health insurance
Paid time off

Qualifications

Jira
Telephony
Power BI
Incident management
Software troubleshooting
Multilingual
Call center
English
Tableau
AWS
Analysis skills
IVR
Mentoring
ServiceNow
Communication skills

Full job description

Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 200 professional experts across the globe, we support some of the world's most successful Fortune 500 and Fortune 1000 companies.

This position requires an experienced professional to lead a team supporting Contact Centre as a Service (CCaaS) environments for a key managed services client. You will serve as the primary operational point of contact, providing technical leadership across platforms including Five9, Genesys Cloud, and Amazon Connect. The ideal candidate is equally comfortable handling complex technical troubleshooting, mentoring engineers, managing operational processes, and communicating effectively with stakeholders while driving service excellence and continuous improvement.

Responsibilities:

Serve as the primary operational point of contact for customers, leading incident response, escalations, and vendor coordination across CCaaS platforms

Provide technical oversight for Five9, Genesys Cloud, and Amazon Connect environments, including approval and management of production changes and call flow updates

Monitor and enforce SLA adherence, producing regular operational reports covering incidents, changes, trends, and risks

Translate customer feedback into actionable service improvements

Mentor engineers on advanced troubleshooting and platform design, providing structured feedback and guidance

Escalate concerns through appropriate channels and support team development initiatives

Coordinate shift coverage, workload balancing, and skill alignment across the team

Identify and mitigate single points of failure within operations

Drive service improvement, automation, and operational efficiency initiatives

Maintain up-to-date runbooks, documentation, and operational standards

Qualifications:

5+ years of experience in CCaaS operations or contact centre technology support

Hands-on experience with at least two of the following platforms: Five9, Genesys Cloud, Amazon Connect

Proven experience leading or mentoring technical teams in managed services or outsourced support environments

Strong understanding of incident management, change management, and escalation handling

Excellent analytical and reporting skills with the ability to communicate insights to both technical and business stakeholders

Strong written and verbal communication skills in English

Ability to work across multiple time zones and manage shift-based team environments

Nice to Have:

Certifications in CCaaS platforms (Five9, Genesys Cloud CX, AWS Connect)

Experience with ITSM tools such as ServiceNow or Jira Service Management

Exposure to workforce management or contact centre scheduling tools

Familiarity with IVR design, call flow development, or telephony integrations

Experience building SLA dashboards or operational reports using tools like Power BI or Tableau

Background supporting enterprise-scale or Fortune 500 clients in a 24/7 managed services setup

Benefits at Anovia:

Comprehensive Health Insurance policy

Employee Wellness Program with focus on mental health

Robust reward and recognition programs

Company incentive programs offered

Attractive leave policy including Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave

Ample growth and learning opportunities

Fully remote work opportunity

Strong focus on work-life balance

Immigration Program supporting relocation to Canada for eligible employees

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

Anovia is an equal opportunity employer.

Apply Now

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