Bengaluru, Karnataka, India · Remote OK
$1600k–$1800k/yr
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…
Skills: CCaaS Operations, Five9, Genesys Cloud, Amazon Connect, Incident Management
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Lead a technical team supporting CCaaS environments, serving as the primary operational point of contact for incident response and vendor coordination. Drive service excellence through SLA monitoring, technical oversight of call flows, and continuous operational improvement.
Requires over 5 years of experience in CCaaS operations with hands-on expertise in at least two platforms like Five9, Genesys Cloud, or Amazon Connect. Must have proven experience leading technical teams and strong skills in incident and change management.
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.
- 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
- 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
- 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
- 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.
Supporting the Infrastructure Behind the World’s Connected Enterprises ⚡
Anovia - Your trusted partner for outsourced IT, Cloud, NOC, SOC, Managed IT, BPO, and Infrastructure Services. With more than two decades of global experience, Anovia empowers enterprise organizations with scalable, future-ready IT services and operational support. From Managed IT and Help Desk support to NOC, SOC, Cloud, VoIP, and BPO services, Anovia helps organizations simplify operations, improve service reliability, and reduce technology management costs. Every service is designed to help organizations strengthen operational resilience, optimize technology environments, and reduce operational costs. 🌍 𝐆𝐥𝐨𝐛𝐚𝐥 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲, 𝟐𝟒/𝟕 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 Our global team of 300+ certified professionals delivers multilingual Tier 1–3 support across multiple time zones, ensuring seamless service delivery and reliable enterprise support. 📊 𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐓𝐡𝐚𝐭 𝐃𝐞𝐟𝐢𝐧𝐞 𝐎𝐮𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 • 725,000+ Tickets Resolved • 300+ Certified support specialists • 99.7% SLA Achievement Rate • 98% Customer Satisfaction • 99.9% Uptime for managed systems • 80% First Contact Resolution 💡 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦𝐬 𝐖𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 From deployment and migration to daily operational support, our engineers support enterprise environments built on leading communication and collaboration platforms: Avaya | Cisco | Microsoft Teams | Microsoft 365 | Mitel | Genesys | OpenScape | Five9 | Dialpad | Unify | Motorola | Public Safety 🔧 𝐎𝐮𝐫 𝐂𝐨𝐫𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 • Managed IT Services • IT Help Desk & Technical Support • VoIP & Unified Communications Support • Cloud Managed & Migration • Network Operations Center (NOC) • Security Operations Center (SOC) Services • Professional IT Services • Business Process Outsourcing (BPO) • Multilingual Customer & Technical Support • IT Staffing • Unified Communications • AI Services ⚡ Let’s connect
Offices: One Germain Street, Atrium Suites, Saint John, New Brunswick E2L 4V1, CA · Bengaluru, Karnataka, IN
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