Cloud Infrastructure & Contact Center Lead

ITCON Services; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

ITCON Services is seeking a Technical Infrastructure Lead to design, implement, and manage cloud, network, telecommunications, and platform infrastructure for a large-scale, mission-critical contact environment.

You will provide hands-on technical leadership across infrastructure operations and engineering, ensuring secure, scalable, highly available systems that handle significant fluctuations in contact volume. This role requires strong collaboration with security, DevOps, and stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of cloud, network, telecommunications, or infrastructure engineering experience.
• Experience designing and managing enterprise-scale cloud infrastructure.
• Experience supporting enterprise telephony and contact-center infrastructure.
• Expertise in high-availability, auto-scaling, load balancing, and fault-tolerance.
• Experience with infrastructure monitoring, observability, and incident management.
• Strong disaster recovery, business continuity, and resiliency skills.
• Proven leadership, communication, and stakeholder management.

Responsibilities

• Lead design, implementation, and operation of scalable cloud, network, telecommunications, and platform infrastructure.
• Architect and maintain highly available, secure environments.
• Support development, test, staging, and production environments throughout the lifecycle.
• Align infrastructure solutions with business, operational, and security requirements.
• Support CCaaS platforms and integrations with AI solutions and APIs.
• Collaborate with stakeholders to ensure interoperability across environments.
• Develop capacity planning strategies for peak contact-volume demands.
• Monitor and optimize infrastructure performance, scalability, and resource use.
• Establish performance baselines, forecasting models, and growth plans.
• Manage network connectivity, providers, and infrastructure services.
• Implement observability, monitoring, alerting, and incident response.
• Drive operational excellence and continuous improvement.
• Provide technical leadership during incidents and disruptions.
• Support cybersecurity initiatives and compliance with standards.
• Lead disaster recovery, failover, and business continuity planning.
• Design and execute infrastructure testing (load, failover, recovery).
• Ensure recovery objectives are met and procedures remain current.

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Tools

AWS

Azure

GCP

CCaaS platforms

APIs

Kubernetes

Job description

ITCON Services is seeking a Technical Infrastructure Lead to design, implement, and manage cloud, network, telecommunications, and platform infrastructure for a large-scale, mission-critical contact environment.

You will provide hands-on technical leadership across infrastructure operations and engineering, ensuring secure, scalable, highly available systems that handle significant fluctuations in contact volume. This role requires strong collaboration with security, DevOps, and stakeholders.