The Technical Infrastructure Lead is responsible for designing, implementing, and managing the cloud, network, telecommunications, platform, monitoring, and resiliency capabilities that support a large-scale, mission-critical customer contact environment. This role provides technical leadership across infrastructure operations and engineering, ensuring the platform is secure, scalable, highly available, and capable of supporting significant fluctuations in contact volume.
The ideal candidate is a hands-on technical leader with extensive experience in cloud infrastructure, enterprise networking, telecommunications, contact-center technologies, and disaster recovery within high-availability environments.
Key Responsibilities
Infrastructure & Cloud Engineering
- Lead the design, implementation, and operation of scalable cloud, network, telecommunications, and platform infrastructure.
- Architect and maintain highly available, resilient, and secure infrastructure environments.
- Support development, test, staging, and production environments throughout the system lifecycle.
- Ensure infrastructure solutions align with business, operational, and security requirements.
Contact Center & Systems Integration
- Support Contact Center as a Service (CCaaS) platforms and associated technologies.
- Design and manage integrations between contact-center platforms, AI solutions, APIs, enterprise systems, and data services.
- Collaborate with technical and business stakeholders to ensure seamless interoperability across environments.
Capacity Planning & Performance Management
- Develop and maintain capacity planning strategies to support substantial contact-volume spikes and peak operational demands.
- Monitor and optimize infrastructure performance, scalability, and resource utilization.
- Establish and maintain performance baselines, forecasting models, and growth plans.
Operations & Service Reliability
- Manage network connectivity, telecommunications providers, carriers, and infrastructure services.
- Implement observability, monitoring, alerting, incident response, and root-cause analysis processes.
- Drive operational excellence through proactive system health monitoring and continuous improvement initiatives.
- Provide technical leadership during critical incidents and service disruptions.
Security & Compliance
- Support cybersecurity initiatives, vulnerability management programs, and infrastructure security controls.
- Ensure compliance with applicable federal security, cloud, and operational standards.
- Coordinate infrastructure remediation efforts and security enhancements.
Resilience & Business Continuity
- Lead disaster recovery, failover, business continuity, and resiliency planning activities.
- Design and execute infrastructure testing, including performance, load, failover, and recovery exercises.
- Ensure recovery objectives are met and documented procedures remain current and effective.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
- Minimum of 10 years of experience in cloud, network, telecommunications, or infrastructure engineering roles.
- Strong experience designing and managing enterprise-scale cloud infrastructure environments.
- Experience supporting enterprise telephony and contact-center infrastructure platforms.
- Demonstrated expertise in high-availability architectures, auto-scaling, load balancing, and fault-tolerant systems.
- Experience with infrastructure monitoring, observability, incident management, and operational support.
- Strong understanding of disaster recovery, business continuity, and resiliency best practices.
- Experience supporting mission-critical production environments with stringent uptime requirements.
- Excellent leadership, communication, and stakeholder management skills.
Preferred Qualifications
- Experience supporting federal government programs and environments.
- Knowledge of FedRAMP-compliant cloud environments and security requirements.
- Experience with CCaaS platforms and enterprise contact-center technologies.
- Experience supporting AI-enabled customer service solutions and complex API integrations.
- Cloud certifications such as AWS Certified Solutions Architect, Microsoft Azure Solutions Architect Expert, or Google Cloud Professional Cloud Architect.
- Security certifications such as CISSP, Security+, or equivalent.
Success Profile
The successful candidate will combine deep technical expertise with strong leadership capabilities to ensure the reliability, security, scalability, and resilience of a mission-critical customer engagement platform. They must be capable of leading infrastructure strategy while remaining hands-on in the design, implementation, and support of enterprise cloud and telecommunications environments.
