Director of IT

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The IT Director of Contact Center Technology leads the strategy, security, and optimization of global contact center networks, supporting both on-site and remote agents. This role ensures scalable, compliant solutions for customer interactions and helpdesk operations while driving innovation in AI, automation, and omnichannel integration.

Key Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive contact center technology strategy that aligns with business goals and supports future growth.
• Drive innovation in cloud-based CCaaS platforms, omnichannel solutions, AI-driven automation, and workforce optimization tools.
• Ensure expertise in VoIP, SIP trunking, and telephony infrastructure to optimize call quality, routing, and cost efficiency across global operations.
• Evaluate emerging contact center technologies to enhance agent productivity, customer experience, and operational efficiency while reducing costs.
• Ensure seamless integration of contact center solutions with CRM, IT systems, security, and business applications for a unified customer experience.

Operational Management:

• Oversee global contact center operations, including technology infrastructure supporting both on-site and remote agents.
• Manage network operations, internet connectivity, and helpdesk support to ensure consistent and reliable service across all locations.
• Lead incident response and problem resolution, ensuring minimal downtime and rapid recovery for contact center platforms, CCaaS environments, and supporting infrastructure.
• Optimize vendor relationships, including CCaaS providers, telecom carriers, and technology partners, ensuring strong SLAs and cost efficiency.
• Maintain 24/7 operational support for mission-critical contact center systems and helpdesk functions.

Team Leadership:

• Build and lead a high-performing contact center technology team, including network engineers, cloud specialists, and support staff.
• Mentor and develop talent in CCaaS, VDI, network security, and AI-driven contact center solutions.
• Lead and mentor team members in best practices for network and telephony infrastructure, performance optimization, and security.
• Drive a culture of accountability, collaboration, and innovation within the team.

Budgeting and Financial Oversight:

• Manage the contact center technology budget, ensuring cost-effective solutions while optimizing performance and scalability.
• Identify opportunities to reduce operational costs through platform consolidation, contract renegotiation, and automation.

Compliance and Security:

• Ensure contact center networks, cloud platforms, and communication systems comply with regulatory standards such as GDPR, PCI DSS, HIPAA, and other industry requirements.
• Implement robust security protocols to protect sensitive customer and company data across all communication channels.
• Continuously assess and enhance security measures to mitigate risks in CCaaS, VDI, and network infrastructure.

Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field; Master’s degree preferred.
• 10+ years of experience in telecommunications infrastructure, with at least 5 years in a senior leadership or executive role.
• Strong understanding of CCaaS Platforms, VoIP, SIP trunking, PBX systems, cloud-based telephony solutions, and unified communications platforms.
• Proven experience with telephony systems architecture, design, and implementation on a global scale.
• Excellent knowledge of telecommunications regulations, security standards, and compliance.
• Strong vendor management experience, including contract negotiations and service level management.
• Demonstrated ability to lead and develop teams in a fast-paced and dynamic environment.
• Exceptional problem-solving, analytical, and decision-making abilities.
• Strong financial acumen with experience managing large budgets and capital projects.

Preferred Skills:

• Experience with cloud-based telephony platforms (e.g., Amazon Connect, Twilio, or Cisco WebEx Calling).
• Knowledge of AI-powered customer service tools and predictive call analytics.
• Experience in transitioning legacy telephony systems to modern, scalable platforms.