CCaaS Platform Manager

We are seeking a highly skilled and strategic CCaaS (Contact Center as a Service) Platform Manager to join our growing team. As the CCaaS Platform Manager, you will play a critical role in designing, integrating, and optimizing contact center solutions. This position requires a deep understanding of contact center operations, cloud-based solutions, enterprise architecture, and integration best practices.

Requirements

• 8+ years of experience in IT architecture, with at least 3 years focused on CCaaS or contact center technologies
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or related field
• Proven experience designing, implementing, and optimizing CCaaS solutions
• Expertise in contact center platforms (e.g., Genesys, AWS Connect, Cisco, Avaya, Five9) and integration with CRM systems (Salesforce, ServiceNow, etc.)
• Strong understanding of cloud computing, SaaS, and enterprise IT ecosystems
• Proficiency in integration tools and technologies (REST APIs, SOAP, Web Services, middleware)
• Experience in enterprise-level integration (e.g., API, middleware, data synchronization, and workflow automation)
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders
• Strong analytical, problem-solving skills, capable of making data-driven decisions
• Proven leadership and team collaboration skills
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable working across different cultures, locations, and time zones
• Self starter with strong organizational skills with the ability to manage multiple projects
• A proactive attitude with the ability to learn quickly and thrive in a dynamic environment
• Ability to travel to our Richmond or Boston office and/or industry events 1-2 times / quarter

Benefits

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
• Free SimpliSafe system and professional monitoring for your home
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change