Senior Platform Lead, CCaaS & Security Engineering (Remote)

Percepta LLC; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

TTEC in Metro Manila, Philippines, is seeking a Senior Manager, Systems Software Engineering to own the contact center platform, including Google CCaaS and CRM/IVA/IVR integrations, while guiding architecture and security.

You will lead a global Tier 1/2 engineering team, manage incident response, governance, audits, and RFP support, and communicate clearly with clients and executives. The role is remote within the Philippines with a competitive compensation package.

Qualifications

• Experience building and running an enterprise CCaaS platform.
• Ability to lead distributed teams across multiple geographies and time zones.
• Governance, audits and security/compliance work (SOX, PCI) experience.
• Proficiency with Jira, Tempo and Confluence for time tracking and reporting.
• Strong client-facing communication and RFP support skills.

Responsibilities

• Own the stability, performance and roadmap of the contact center platform environment (Google CCaaS, CRM, IVA, IVR, QA, Analytics, channels).
• Lead security work, governance documents, risk registers and runbooks.
• Manage CAB/RFC processes, change management and documentation standards.
• Produce weekly status reports and monthly scorecards on incidents, changes and KPIs.
• Lead a global Tier 1/2 engineering team with 24x7 coverage and escalation responsibilities.
• Represent the platform in client meetings and contribute to RFP responses with timelines and cost estimates.

Skills

Leadership of distributed teams

Stakeholder communication

RFP support & sales collaboration

Platform ownership experience

Problem solving

Tools

Jira

Tempo

Confluence

Google CCaaS

Job description

TTEC in Metro Manila, Philippines, is seeking a Senior Manager, Systems Software Engineering to own the contact center platform, including Google CCaaS and CRM/IVA/IVR integrations, while guiding architecture and security.

You will lead a global Tier 1/2 engineering team, manage incident response, governance, audits, and RFP support, and communicate clearly with clients and executives. The role is remote within the Philippines with a competitive compensation package.