Company Description Antern Technologies is a product and engineering services company with over a decade of experience building scalable digital platforms and enterprise solutions. The organization specializes in AI-driven products and custom technology solutions that help clients modernize systems, improve efficiency, and drive measurable business outcomes.

Role Description We are seeking a Part-Time Technical Interviewer with 20+ years of experience as Director for Contact Center Technology . The ideal candidate will be responsible for conducting technical interviews for below mentioned , assessing candidates' proficiency, architectural thinking, and capabilities, and providing structured interview feedback to support hiring decisions. This is a part-time, remote role.

: The Director, Contact Center Technology will lead the strategy, roadmap, delivery, and ongoing evolution of the enterprise contact center and telephony technology ecosystem. This leader will own the full Contact Center as a Service platform landscape, including NICE CXone / CX1 or future-state alternatives, voice infrastructure, routing, IVR, workforce technology integrations, reporting enablement, automation capabilities, and related customer and employee experience technologies.

This role is accountable for ensuring the contact center technology platform is reliable, scalable, secure, cost-effective, and aligned to business needs. The Director will partner closely with operations, customer experience, product, compliance, enterprise architecture, infrastructure, security, data, and vendor partners to deliver a modern, resilient, and business-enabling contact center technology capability.



The ideal candidate is a hands-on strategic leader with deep CCaaS experience, strong telephony knowledge, excellent business partnership skills, and a proven ability to build and lead high-performing technology teams.

This person should be comfortable operating at both the executive roadmap level and the detailed platform-design level.

Key responsibilities:

Contact Center Technology Strategy

- Own the enterprise contact center technology strategy, roadmap, and multi-year investment plan. Serve as the accountable technology leader for the CCaaS ecosystem, including NICE CXone / CX1 and any future platform evaluation or transformation efforts.
- Define the future-state architecture for contact center technology, including voice, digital channels, routing, IVR, self-service, AI, automation, analytics, integrations, and workforce enablement.
- Continuously assess platform capabilities against business needs, operational priorities, cost, scalability, reliability, and customer experience goals. Lead platform modernization efforts, including rationalization, consolidation, optimization, and potential re-platforming when warranted.
- Establish a clear product vision for contact center technology that balances operational stability with innovation.

Platform Ownership and Delivery





- Own the health, performance, reliability, configuration, and lifecycle management of the contact center technology platform.
- Lead the delivery of new capabilities, enhancements, integrations, migrations, and operational improvements.
- Ensure effective intake, prioritization, planning, and execution of contact center technology demand.

Telephony and Voice Technology Leadership

- Own the enterprise telephony capabilities supporting contact center operations.
- Provide leadership across voice routing, SIP, carrier management, number management, call flows, recording, quality, uptime, and incident response.
- Partner with infrastructure, network, security, and vendor teams to ensure solid voice quality, availability, disaster recovery, and performance.

Preferred Qualifications

- Experience with NICE CXone / CX1 administration, architecture, implementation, or platform ownership.
- Experience leading CCaaS vendor evaluations, RFPs, migrations, or major platform transformations.
- Experience with AI-enabled contact center capabilities, including virtual agents, agent assist, speech analytics, sentiment analysis, self-service automation, and knowledge integration.
- Experience integrating contact center platforms with CRM, case management, workforce management, data platforms, identity platforms, and enterprise reporting tools.
- Experience in healthcare, financial services, payments, insurance, or other regulated industries.
- Familiarity with Salesforce Service Cloud, Microsoft ecosystem technologies, Jira, Workday, Kore.ai, or similar enterprise platforms.

📌 Director for Contact Center Technology [Experience 20+ years] (Bengaluru)
🏢 Antern Technologies
📍 Bengaluru