At DATAMARK, Inc., you will experience a dynamic and inclusive company culture that emphasizes collaboration, innovation and professional development. Our team is supportive, engaged and enjoys working together to achieve shared goals. We offer exceptional benefits and are committed to promoting your well-being both in and out of the workplace. Join DATAMARK as our Vice President of Technology and Security and contribute your expertise in a role where your impact truly matters!

The Vice President of Technology & Security must have experience in the contact center space to be considered for this role. This role is responsible for aligning the company's technology and security with business objectives, leading infrastructure, networking, security, and software teams in the US, Mexico, and India to implement and maintain end-to-end systems required to support DATAMARK business services. The VP of Technology & Security is ultimately responsible for ensuring maximum uptime, stability and security of the system for each project, facilitating optimal collaboration between teams such that all elements of each system function seamlessly together. This position provides oversight for all ongoing activities to preserve the availability, integrity, compliance, and confidentiality of the organization's information resources and assets in compliance with applicable security policies and standards. This position is also responsible for evaluating the effectiveness of existing systems while directing the administration of security policies, activities, and standards surrounding the mitigation of information risk, and cybersecurity threats.

Requirements

Guides and mentors, the Director of IT, Director of Security, and the Director of Engineering to meet all company objectives. Lead the contact center space growth and technology
Must have strong skillset in Contact Center Technology infrastructure and planning
Thinks strategically, anticipates future risks and trends, and incorporates them into the organizational plan for infrastructure, networking, and software
Responsible for developing in-house experts to support Contact Center operations that will drive that technology effectively into operations
Directs collaboration for the implementation of best practices for optimizing infrastructure, contact center support, networks, and software in tandem, improving system performance, and ensuring service-level requirements can be met
Understands DATAMARK's core values and always lives up to the organization's values. Considers mission statement, vision, and core values when making decisions and acting

Infrastructure:

Manages and develops a talented infrastructure, networking, and software team
Designs and manages contact center infrastructure
Identifies and meets all of the expectations and requirements of internal and external customers.
Drives process-oriented methodology that can be audited and tracked for compliance within department, company, security and industry standards
Responsible for the strategy, design and maintenance of our global technology infrastructure
Develops mitigating action plans to address identified project risks and gaps
Manages third party relationships for global outsourcing of IT services

Engineering:

Manages the engineering development teams that deliver systems
Plans and directs the activities of internal and external software engineering teams to deliver systems that meet KPI's
Leverages industry standards that yield delivery on time, on-budget initiatives for internal teams and external customers
Manages third party relationships for global outsourcing of Engineering services

Security & Compliance:

Oversee the Information Security Program for the global enterprise
Oversee the initiation, facilitation, and promotion of activities to create information security awareness throughout the organization
Commissions the preparation and implementation of required information security policies, standards, procedures, and guidelines
Partners with cross-functional teams through the design and development of new or updated products to detect, resolve and prevent risks. Manages all contact center security for clients
Oversee the design and operation of compliance auditing, monitoring, and improvement activities to ensure compliance both with internal security policies and procedures and applicable laws and regulations; ensures consistency of internal controls across departments.

Education Requirements:

BS/MS in Computer Science, Engineering, or related technical field

Field Experience:

Extensive knowledge of and experience with Call Center System Management including, but not limited to CCaaS, AI support technologies for the Call Center, IVR, CRM, WFM, QM
At least 10 years of total IT field experience, including hands-on experience
At least 8 years of total Information Security experience, including hands-on experience
At least 8 years of total software industry field experience, including hands-on experience
At least 10 years related experience in complex project and program management, with demonstrated expertise in large-scale organizational change, process reengineering, digital/technology enablement or similar transformational initiatives
At least 8 years in an executive leadership position
BPO experience is highly preferred

Position Experience:

At least 15 years in a management position
At least 10 years in technology

Benefits

Health Care Plan: Medical, Dental, and Vision
Retirement Plan: 401k, IRA
Life Insurance: Basic, Voluntary, and AD&D
Paid Time Off: Public Holidays and Paid Volunteer Hours
Short-Term and Long-Term Disability
Training and Development
Wellness Resources
$225,000 Annual Salary

DATAMARK, Inc.

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Vice President of Technology and Security