CCaaS Platform Manager

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why Are We Hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

We are seeking a highly skilled and strategic CCaaS (Contact Center as a Service) Platform Manager to join our growing team. As the CCaaS Platform Manager, you will play a critical role in designing, integrating, and optimizing contact center solutions. This position requires a deep understanding of contact center operations, cloud-based solutions, enterprise architecture, and integration best practices.

The ideal candidate will be both a visionary and a technical leader, capable of balancing strategic design with hands-on implementation. You will work closely with stakeholders, including business leaders, IT teams, and third-party vendors, to architect scalable, secure, and future-proof solutions that drive business outcomes.

• Lead team that manages SimpliSafe’s CCaaS solutions ensuring best in class design and strong partnership across all stakeholders including seamless integration with existing IT systems, CRM, and other enterprise applications.
• Evaluate and recommend the best CCaaS platforms, technologies, and tools, considering functionality, security, scalability, and cost. Lead Proof-of-Concept (PoC) initiatives and vendor evaluations.
• Develop and maintain architecture documentation, including solution blueprints, technical specifications, and integration guides. Facilitate knowledge transfer across the organization.
• Stay up-to-date with the latest CCaaS trends, cloud technologies, and industry best practices. Act as a thought leader, driving innovation and recommending improvements to current systems and processes.

What You’ll Bring Experience

• 8+ years of experience in IT architecture, with at least 3 years focused on CCaaS or contact center technologies(e.g., Genesys Cloud, AWS Connect, Avaya, Cisco)
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or related field. Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect, ITIL) are a plus.
• Proven experience designing, implementing, and optimizing CCaaS solutions.
• Expertise in contact center platforms (e.g., Genesys, AWS Connect, Cisco, Avaya, Five9) and integration with CRM systems (Salesforce, ServiceNow, etc.).
• Strong understanding of cloud computing, SaaS, and enterprise IT ecosystems.
• Proficiency in integration tools and technologies (REST APIs, SOAP, Web Services, middleware).
• Strong understanding of cloud computing, SaaS, and enterprise IT ecosystems.
• Experience in enterprise-level integration (e.g., API, middleware, data synchronization, and workflow automation).
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Strong analytical, problem-solving skills, capable of making data-driven decisions. 
• Proven leadership and team collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working across different cultures, locations, and time zones.
• Self starter with strong organizational skills with the ability to manage multiple projects 
• A proactive attitude with the ability to learn quickly and thrive in a dynamic environment
• Ability to travel to our Richmond or Boston office and/or industry events 1-2 times / quarter. 

Preferred Qualifications

• Experience with AI-driven contact center technologies (e.g., chatbots, virtual assistants).
• CCaaS-related certifications (e.g., Genesys Cloud Certified Architect, AWS Certified Cloud Practitioner).
• Experience with Agile or DevOps methodologies.

What Values You’ll Share

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar. 
• No Ego - “no job too small” attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].