Technical Infrastructure Lead

• 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., * 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., * 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.

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., * 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., * 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., 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.