CoolBoots Media - Head - IT - Call Center Division

Job Summary

We are seeking a seasoned and strategic IT leader to head the IT function for our Call Center Division.

This role will be responsible for overseeing and aligning all IT infrastructure, systems, and support services that empower and optimize telesales operations.

The ideal candidate must bring deep experience in managing dialer systems, stakeholder relationships, IT governance, vendor management, and audit compliance.

This is a senior-level leadership role that requires a blend of technical expertise, operational execution, and business acumen.

Key Responsibilities

IT Infrastructure & Telesales System Lead and manage the IT team dedicated to supporting the Telesales Division.

• Ensure robust, secure, and scalable IT infrastructure is in place to support high-volume telesales operations.
• Oversee implementation, maintenance, and optimization of dialer systems (predictive, progressive, preview) and telephony platforms (e.g., Avaya, Genesys, Ameyo, etc.)
• Drive automation and innovation across telesales systems to enhance performance and reduce downtime.
• Ensure real-time monitoring, reporting, and analytics capabilities are available and reliable.

Senior Stakeholder Act as the primary IT representative for the Telesales leadership team.

Vendor Management & Manage relationships with IT service providers, software vendors, telecom providers, and dialer partners.

Preferred Attributes

(ref : iimjobs.com)

Skills Required

It Governance, Vendor Management, Genesys, Monitoring, Analytics, Audit Compliance, Automation, Avaya, Reporting