Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 200 qualified experts across the globe, we support some of the world’s most successful Fortune 500 and Fortune 1000 companies.

This position requires an experienced professional to lead a team supporting Contact Centre as a Service (CCaaS) environments for a key managed services client. You will serve as the primary operational point of contact, providing technical leadership across platforms including Five9, Genesys Cloud, and Amazon Connect. The ideal candidate is equally comfortable handling complex technical troubleshooting, mentoring engineers, managing operational processes, and communicating effectively with stakeholders while driving service excellence and continuous improvement.

Responsibilities:




- Serve as the primary operational point of contact for customers, leading incident response, escalations, and vendor coordination across CCaaS platforms
- Provide technical oversight for Five9, Genesys Cloud, and Amazon Connect environments, including approval and management of production changes and call flow updates
- Monitor and enforce SLA adherence, producing regular operational reports covering incidents, changes, trends, and risks
- Translate customer feedback into actionable service improvements
- Mentor engineers on advanced troubleshooting and platform design, providing structured feedback and guidance
- Escalate concerns through appropriate channels and support team development initiatives
- Coordinate shift coverage, workload balancing, and skill alignment across the team
- Identify and mitigate single points of failure within operations
- Drive service improvement, automation, and operational efficiency initiatives
- Main

📌 Team Lead, CCaaS Operations (Bengaluru)
🏢 Anovia
📍 Bengaluru