Team Lead, CCaaS Operations

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Anovia

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Anovia is a company that designs, orchestrates, and deploys autonomous AI agents—both conversational and voice agents—to deliver enterprise automation services. Their platform focuses on orchestration and enterprise integration, connecting agents with CRM, ERP, ECM systems and APIs to automate workflows like scheduling, collections, and knowledge retrieval. Anovia offers pilots and production deployments (promising a working AI voice agent in 30 days) and emphasizes automation solutions that streamline decisions, workflows, and customer interactions for business users.

📋 Description

• 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 • Maintain up-to-date runbooks, documentation, and operational standards

🎯 Requirements

• 5+ years of experience in CCaaS operations or contact centre technology support • Hands-on experience with at least two of the following platforms: Five9, Genesys Cloud, Amazon Connect • Proven experience leading or mentoring technical teams in managed services or outsourced support environments • Strong understanding of incident management, change management, and escalation handling • Excellent analytical and reporting skills with the ability to communicate insights to both technical and business stakeholders • Strong written and verbal communication skills in English • Ability to work across multiple time zones and manage shift-based team environments

🏖️ Benefits

• Comprehensive Health Insurance policy • Employee Wellness Program with focus on mental health • Robust reward and recognition programs • Company incentive programs offered • Attractive leave policy including Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave • Ample growth and learning opportunities • Fully remote work opportunity • Strong focus on work-life balance • Immigration Program supporting relocation to Canada for eligible employees