Vice President Call Center Jobs (NOW HIRING)

At DATAMARK, Inc., you will experience a dynamic and inclusive company culture that emphasizes collaboration, innovation and professional development. Our team is supportive, engaged and enjoys working together to achieve shared goals. We offer exceptional benefits and are committed to promoting your well-being both in and out of the workplace. Join DATAMARK as our Vice President of Information Technology and Security and contribute your expertise in a role where your impact truly matters!

The Vice President of Information Technology & Security must have experience in the contact center space to be considered for this role. This role is responsible for aligning the company's information technology and security with business objectives, leading infrastructure, networking, security, and software teams in the US, Mexico, and India to implement and maintain end-to-end systems required to support DATAMARK business services. The VP of Information Technology & Security is ultimately responsible for ensuring maximum uptime, stability and security of the system for each project, facilitating optimal collaboration between teams such that all elements of each system function seamlessly together. This position provides oversight for all ongoing activities in IT to preserve the availability, integrity, compliance, and confidentiality of the organization's information resources and assets in compliance with applicable security policies and standards.  This position is also responsible for evaluating the effectiveness of existing systems while directing the administration of security policies, activities, and standards surrounding the mitigation of information risk, and cybersecurity threats. This role will manage Global IT, software, AI and Security teams.

Requirements

• Guides and mentors, the Director of IT, Director of Security, and the Director of Engineering to meet all company objectives. Lead the contact center space growth and technology.
• Must have strong skillset in Contact Center Technology infrastructure and planning

• Thinks strategically, anticipates future risks and trends, and incorporates them into the organizational plan for infrastructure, networking, and software.

• Responsible for developing in-house experts to support Contact Center operations that will drive that technology effectively into operations.

• Directs collaboration for the implementation of best practices for optimizing infrastructure, contact center support, networks, and software in tandem, improving system performance, and ensuring service-level requirements can be met.

• Understands DATAMARK's core values and always lives up to the organization's values. Considers mission statement, vision, and core values when making decisions and acting.

Infrastructure:

• Manages and develops a talented infrastructure, networking, and software team.
• Designs and manages contact center infrastructure

• Identifies and meets all of the expectations and requirements of internal and external customers.

• Drives process-oriented methodology that can be audited and tracked for compliance within department, company, security and industry standards.

• Responsible for the strategy, design and maintenance of our global technology infrastructure.

• Develops mitigating action plans to address identified project risks and gaps.

• Manages third party relationships for global outsourcing of IT services.

Engineering:

• Manages the engineering development teams that deliver systems

• Plans and directs the activities of internal and external software engineering teams to deliver systems that meet KPI's.

• Leverages industry standards that yield delivery on time, on-budget initiatives for internal teams and external customers.

• Manages third party relationships for global outsourcing of Engineering services.

Security & Compliance:

• Oversee the Information Security Program for the global enterprise

• Oversee the initiation, facilitation, and promotion of activities to create information security awareness throughout the organization.

• Commissions the preparation and implementation of required information security policies, standards, procedures, and guidelines.

• Partners with cross-functional teams through the design and development of new or updated products to detect, resolve and prevent risks.  Manages all contact center security for clients

• Oversee the design and operation of compliance auditing, monitoring, and improvement activities to ensure compliance both with internal security policies and procedures and applicable laws and regulations; ensures consistency of internal controls across departments. 

Education Requirements:

• BS/MS in Computer Science, Engineering, or related technical field

Field Experience:

• Extensive knowledge of and experience with Call Center System Management including, but not limited to CCaaS, AI support technologies for the Call Center, IVR, CRM, WFM, QM.

• At least 10 years of total IT field experience, including hands-on experience

• At least 8 years of total Information Security experience, including hands-on experience

• At least 8 years of total software industry field experience, including hands-on experience

• At least 10 years related experience in complex project and program management, with demonstrated expertise in large-scale organizational change, process reengineering, digital/technology enablement or similar transformational initiatives

• At least 8 years in an executive leadership position
• BPO global experience is highly preferred

Position Experience:

• At least 15 years in a management position
• At least 10 years in technology

Benefits

• Health Care Plan: Medical, Dental, and Vision

• Retirement Plan: 401k, IRA

• Life Insurance: Basic, Voluntary, and AD&D

• Paid Time Off: Public Holidays and Paid Volunteer Hours

• Short-Term and Long-Term Disability

• Training and Development

• Wellness Resources

• $225,000 Annual Salary

**Applicants must be authorized to work in the U.S. for any employer as we are unable to sponsor or take over sponsorship of an employment Visa at this time**