Director of Information Technology

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The IT Director will be responsible for leading and managing the IT operations, infrastructure, and technology strategy across multiple call center sites within the region. The role ensures high system availability, security, compliance, and scalability to support business continuity and customer satisfaction. This leader will partner with business stakeholders to align technology initiatives with organizational goals, drive digital transformation, and manage a team of IT professionals across the region.

Responsibilities:

• Develop and execute the regional IT strategy aligned with global IT and business objectives.
• Serve as a trusted advisor to senior leadership, ensuring IT initiatives support call center operations, workforce management, and customer experience.
• Lead IT governance, ensuring adherence to policies, budgets, and compliance standards.
• Oversee network, telephony, data center, and cloud services supporting call center operations
• Ensure maximum uptime and service availability across all sites through proactive monitoring and disaster recovery planning.
• Manage vendor relationships with telecom providers, hardware/software suppliers, and service integrators.
• Implement cybersecurity measures to safeguard sensitive customer and employee data.
• Conduct audits and risk assessments across regional operations.
• Oversee deployment and maintenance of call center technologies

Qualifications:

• Minimum of 5 year of IT Management Experience
• Strong background in call center technologies
• Proven track record in multi-site IT operations management
• Excellent communication, vendor negotiation, and stakeholder management skills.
• Strong Risk Assessment and Mitigation Skills.