Learn the whole system in depth during development: the dialer, the agent screen and buttons, the integration hub, payments, messaging and dashboards. Be part of the build, test it and give feedback.
Own the dialer on the floor: agent and team setup, campaigns, screen-pop, custom buttons, call quality, caller ID and number health. Be the first contact for every dialer question.
Support the test period (January–March 2027): answer agents' and team leaders' questions, find and report issues with clear reproduction steps, and confirm the fixes.
Set up and run office IT: PCs, headsets, network (two internet providers, firewall, managed switches) and printers. Keep a spare-equipment stock.
Manage devices and access company-managed PCs with device management, encryption, screen lock and endpoint protection. Create and remove accounts the same day people join or leave, with SSO and 2-step verification everywhere.
Keep us compliant on the floor: HIPAA, PCI (card details never recorded or written down) and SOC 2. Collect the evidence our compliance platform needs.
Monitor system alerts, handle incidents and escalate to the development team.
Train new agents and team leaders on the tools and write simple how-to guides.

3+ years in IT support or DevOps, ideally in a BPO or contact center.
Hands-on experience with a cloud dialer or contact center platform; VoIP and SIP basics.
Strong Windows or macOS administration, networking (firewall, VLANs, Wi-Fi, ISP failover) and device management.
Comfortable reading APIs, webhooks and logs; basic scripting (Python, Bash or PowerShell).
Familiar with company identity management, SSO and MFA.
Excellent written and spoken English; able to explain technical issues clearly to non- technical people and to developers.
Able to work night shift (U.S. hours) and be on call when needed.

IT & DevOps Lead

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