Contact Center Technical Manager

Description

Job Summary: We are seeking a Contact Center Technical Manager to ensure the stable and efficient operation of contact center technology, combining team management, operations, and systems—all in service of the business. Key Highlights: 1. Manages technological infrastructure and improves contact center platforms. 2. Leads improvements in multichannel capabilities, recording, quality, and reporting. 3. Trains users and standardizes operational and technical best practices. We are **BSD Digital Group**, a group specialized in leveraging technology, marketing, and data to continuously transform and evolve the world of sales. For **Bysidecar**, our parent company, we are looking for **a Contact Center Technical Manager** to ensure that all technological and technical aspects of the contact center operate stably, efficiently, and in alignment with business goals. This is a hybrid role combining team management, operations, and systems—always serving the business…. Are you in? With a service fully focused on inbound, at Bysidecar we work for leading brands, providing end-to-end (lead acquisition and sales) services through our Contact Center. We comprehensively manage the lead acquisition and conversion funnel: from lead entry via digital channels through to commercial contracting, operational traceability, and performance analysis. This enables us to execute highly ambitious and differentiated projects that would otherwise be impossible—making this role directly impactful on operational efficiency and business outcomes. **What would you do?** * Manage technological infrastructure: Ensure proper operation of contact center platforms, including their various campaigns and configurations. * Drive improvements in multichannel capabilities, recording, quality, reporting, workforce management, and supervision. * Document processes, train internal users, and help standardize operational and technical best practices. **What are we looking for?** We seek a candidate with technical experience in contact center environments using CTI platforms, capable of combining platform vision, integration capability, management skills, and focus on critical operations. **More details:** **Requirements:** * Telecommunications or Computer Engineering degree—or equivalent qualification. * Minimum 3 years’ experience in technical and project management roles within Contact Center/CTI environments, collaborating across multiple departments. * Experience with platforms such as ICR Evolution, Genesys, Altitude, Presence, Asterisk, or similar. * Experience in designing, developing, and maintaining IVRs, DBRs, routing strategies, and scripts within the platform. * Experience diagnosing and resolving VoIP and SIP protocol incidents. * Ability to analyze and manage complex incidents spanning multiple systems. * Ability to prioritize tasks and improvements with real impact on operations. **Desirable:** * Experience integrating with CRM systems, lead generation tools, and reporting environments. * Knowledge of SQL. * Experience in environments involving call recording, compliance, and handling of sensitive data. * Experience installing, maintaining, or evolving Asterisk. * Knowledge of automation and conversational bots. **And what does Bysidecar offer you?** * Competitive salary based on merit + variable compensation tied to objectives. * Opportunity to join a growing group of companies, with offices in A Coruña and Madrid—each with its own charm! * Outstanding colleagues and an excellent working atmosphere. If you know equally talented tech professionals, we’d love for you to introduce them to us ;) * Freedom to propose ideas—even better if we’ve never tried them before… Flexible hours, and Friday afternoons off ;) * Summer schedule in July and August. * Merchandise and exclusive content for \#DigitalPlayers.