Job description
Company Description
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com
Job Description
Lead the managed services delivery team supporting contact center technologies, ensuring high availability and performance of critical customer service systems.
Key Responsibilities:
- Oversee overall service delivery and team performance
- Manage stakeholder relationships with Product Owners, Architects, and Engineers
- Drive incident resolution for critical systems
- Coordinate change management activities
- Ensure compliance with security and operational controls
- Lead service improvement initiatives
- Provide escalation support for critical issues
- Manage team performance and development
Qualifications
10+ years in IT service management
5+ years leading a tier 2 support team for contact centers
Strong experience with:
- Verint Ecosystem
- Verint QM
- Verint WFM
- Five9 Ecosystem
- Five9 Omnichannel
- Five9 Agent Assist
- Cloud platforms (AWS, GCP)
- ITSM processes and tools
- ServiceNow
- Verint Ecosystem
Understanding of healthcare compliance (HIPAA)
Excellent stakeholder management skills
Strong incident management experience
Change management expertise
Education:
Bachelor’s degree in Computer Science, Information Technology, or related field
Relevant technical certifications preferred
Required Competencies:
Strong problem-solving abilities
Excellent communication skills
Team collaboration
Process-oriented mindset
Customer service focus
Ability to work under pressure
Time management skills
Special Circumstances:
Must be available for extended hours during:
- Annual Enrollment Period (Oct-Dec)
- Welcome Season (January)
Onshore roles may require onsite presence during critical periods
Must be able to join immediate response calls when on-call
Additional Information
Location: United States (Remote with occasional travel to Scottsdale AZ/Hartford CT)
