About this role
Calling all innovators – find your future at Fiserv.
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title IT Manager – Voice Services & Contact Center Technologies (LATAM)
Position Summary Regional technology leader responsible for Voice Services, Contact Center, IVR, Telephony, Recording, and Customer Interaction platforms across multiple countries. Drives operational excellence, technology modernization, vendor management, and cloud transformation initiatives while ensuring high availability, compliance, and superior customer experience. Strong expertise in Avaya Aura, Verint, CCaaS solutions, Workforce Optimization, SIP/SBC technologies, and large-scale enterprise communications environments. Responsibilities
• Lead regional Voice Services operations across multiple countries, managing mission-critical Contact Center, Telephony, IVR, Recording and Customer Engagement platforms. • Own the strategy, lifecycle management, support model and modernization roadmap for enterprise voice and customer interaction technologies. • Drive migration and transformation initiatives from legacy telephony environments to modern cloud-based Contact Center as a Service (CCaaS) solutions. • Partner with business, operations, architecture, customer service and global technology teams to improve customer experience, operational efficiency and service resiliency. • Lead vendor management, technology governance, compliance and service delivery for critical customer communication platforms. • Manage multidisciplinary technical teams supporting voice infrastructure, contact center applications, call recording, workforce optimization and speech analytics solutions. Required Experience
• Enterprise Telephony & Unified Communications • Contact Center Operations • CCaaS Platforms • IVR Design & Administration • Call Recording & Speech Analytics • Workforce Management Integrations • SIP, SBC and Voice Infrastructure • Cloud Transformation Programs • Vendor & Contract Management • IT Service Management (ITIL) • Regional Operations Leadership • Technology Roadmap & Strategic Planning Preferred Technologies
• Avaya Aura (Communication Manager, Experience Portal, AES, CMS, Session Manager, System Manager, Media Gateway) • Verint Workforce Optimization, Recording & Speech Analytics • Contact Center as a Service (CCaaS) Platforms • Callbox Cloud Contact Center Solutions • SIP / SBC Technologies • Customer Engagement & Omnichannel Platforms
Thank you for considering employment with Fiserv. Please:
• Apply using your legal name • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
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