Director of Technology Engineering & Data Services

The Director of Technology Engineering & Data Services is accountable for CallTek's software engineering, data analytics and automation, and enterprise architecture capabilities. The role leads the teams that design, build, integrate, govern, and continuously improve the applications, platforms, data products, automations, and architectural standards that support internal operations and client solutions.This leader converts business priorities into executable product and engineering roadmaps, establishes disciplined delivery practices, and ensures that new solutions are secure, maintainable, observable, cost-effective, and ready for production support. The Director is expected to raise delivery predictability while encouraging innovation, reuse, automation, and responsible adoption of artificial intelligence.Organizational ScopeDevelopment• Lead application development, platform engineering, integrations, APIs, internal tools, client-facing solutions, quality engineering, release practices, and technical maintenance.• Establish consistent software development lifecycle standards covering requirements, design, coding, testing, security review, documentation, deployment, support handoff, and post-release measurement.• Manage delivery capacity, prioritization, product ownership, estimation, technical debt, source control, environment strategy, and engineering quality.Data Analytics & Automation• Lead reporting, dashboards, data pipelines, operational analytics, business intelligence, process automation, workflow orchestration, and AI-enabled productivity solutions.• Establish data definitions, ownership, quality controls, access rules, lineage, retention, documentation, and trusted sources for management and client reporting.• Measure realized benefits such as hours saved, cycle-time reduction, error reduction, improved decision quality, revenue support, and service performance improvement.Enterprise Architecture• Own enterprise architecture principles, target-state designs, technology standards, integration patterns, solution reviews, reference architectures, and technology lifecycle decisions.• Reduce fragmentation and unnecessary duplication by promoting reusable services, approved platforms, secure patterns, interoperability, and clear system ownership.• Maintain current-state and target-state views of major applications, data flows, integrations, infrastructure dependencies, identity boundaries, and security requirements.Key Responsibilities1. Engineering and Data Strategy: Develop and maintain a multi-year roadmap for applications, platforms, data, automation, and architecture aligned with company strategy, client needs, operational pain points, and investment priorities.2. Portfolio and Product Governance: Create a transparent intake, prioritization, capacity, and portfolio-review process. Clarify product owners, business outcomes, scope, dependencies, acceptance criteria, and benefits for each initiative.3. Software Delivery Excellence: Establish disciplined SDLC and DevSecOps practices, including version control, code review, automated testing, environment management, CI/CD, release controls, secure development, and technical documentation.4. Architecture Governance: Lead solution architecture reviews and approve technology patterns, integrations, data models, non-functional requirements, platform selections, and exceptions to standards.5. Data Governance and Analytics: Ensure that dashboards and reports use defined metrics, trusted sources, quality checks, appropriate access, and clear business ownership. Reduce manual and conflicting reporting.6. Automation and AI Enablement: Identify and prioritize automation and AI opportunities that improve productivity, service quality, insight, or client value. Require responsible controls, human oversight, security review, and measurable outcomes.7. Integration and Platform Reliability: Ensure that APIs, integrations, data pipelines, and applications are observable, supportable, resilient, and designed with capacity, performance, error handling, recovery, and lifecycle management in mind.8. Release and Production Readiness: Partner with Technology Operations on operational acceptance, monitoring, runbooks, support ownership, rollback plans, security and compliance requirements, knowledge transfer, and post-release stabilization.9. Security and Privacy by Design: Embed identity, least privilege, secure coding, logging, data protection, vulnerability management, privacy, retention, and compliance requirements into design and delivery.10. Technical Debt and Lifecycle Management: Maintain a visible technical-debt and end-of-life register, prioritize remediation based on business and operational risk, and prevent unsupported or undocumented solutions from becoming permanent dependencies.11. Vendor and Partner Management: Evaluate software, cloud, data, AI, development, and integration partners based on architecture fit, security, supportability, commercial value, lock-in risk, and total cost of ownership.12. People Leadership: Develop managers, architects, engineers, analysts, and automation specialists; clarify career paths; strengthen technical leadership; and build a culture of quality, collaboration, curiosity, documentation, and accountable delivery.13. Executive and Client Communication: Present roadmaps, investment cases, delivery status, risks, architecture decisions, product outcomes, and innovation opportunities to executives, business stakeholders, and clients.Requirements• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Data Science, Engineering, or a related discipline, or equivalent relevant experience.• Ten or more years of progressive experience across software development, application engineering, data, analytics, automation, integration, architecture, or related technology disciplines.• Five or more years leading managers, architects, engineers, developers, analysts, or automation teams with responsibility for delivery, quality, staffing, and technical direction.• Demonstrated success creating engineering standards, product or portfolio governance, architecture review processes, release disciplines, and measurable business outcomes.• Strong knowledge of modern application architecture, APIs and integrations, relational and analytical data platforms, cloud or hosted services, security by design, testing, CI/CD, observability, and lifecycle management.• Experience delivering solutions for a BPO, MSP, NOC, contact center, multi-client services business, or complex internal operations environment is strongly preferred.• Ability to communicate technical choices, tradeoffs, risk, cost, and business value to executives, clients, product owners, operations teams, and technical specialists.Preferred Certifications and Experience• PMP, Scrum/Agile, TOGAF, cloud architecture, data engineering, security, database, software engineering, or comparable professional certifications.• Experience with API-first architecture, workflow automation, data governance, AI/ML or generative AI solutions, low-code/no-code platforms, and enterprise integration.• Experience modernizing legacy systems, consolidating fragmented reporting, establishing reusable platforms, and creating clear production support models.BenefitsHealth Insurance and health subsidy Transportation, rice allowancesVacation leaveSick leaveMeals and snacksBonuses

The Director of Technology Engineering & Data Services is accountable for CallTek's software engineering, data analytics and automation, and enterprise architecture capabilities. The role leads the teams that design, build, integrate, govern, and continuously improve the applications, platforms, data products, automations, and architectural standards that support internal operations and client solutions.

This leader converts business priorities into executable product and engineering roadmaps, establishes disciplined delivery practices, and ensures that new solutions are secure, maintainable, observable, cost-effective, and ready for production support. The Director is expected to raise delivery predictability while encouraging innovation, reuse, automation, and responsible adoption of artificial intelligence.

Organizational Scope

Development

• Lead application development, platform engineering, integrations, APIs, internal tools, client-facing solutions, quality engineering, release practices, and technical maintenance.

• Establish consistent software development lifecycle standards covering requirements, design, coding, testing, security review, documentation, deployment, support handoff, and post-release measurement.

• Manage delivery capacity, prioritization, product ownership, estimation, technical debt, source control, environment strategy, and engineering quality.

Data Analytics & Automation

• Lead reporting, dashboards, data pipelines, operational analytics, business intelligence, process automation, workflow orchestration, and AI-enabled productivity solutions.

• Establish data definitions, ownership, quality controls, access rules, lineage, retention, documentation, and trusted sources for management and client reporting.

• Measure realized benefits such as hours saved, cycle-time reduction, error reduction, improved decision quality, revenue support, and service performance improvement.

Enterprise Architecture

• Own enterprise architecture principles, target-state designs, technology standards, integration patterns, solution reviews, reference architectures, and technology lifecycle decisions.

• Reduce fragmentation and unnecessary duplication by promoting reusable services, approved platforms, secure patterns, interoperability, and clear system ownership.

• Maintain current-state and target-state views of major applications, data flows, integrations, infrastructure dependencies, identity boundaries, and security requirements.

Key Responsibilities

1. Engineering and Data Strategy: Develop and maintain a multi-year roadmap for applications, platforms, data, automation, and architecture aligned with company strategy, client needs, operational pain points, and investment priorities.

2. Portfolio and Product Governance: Create a transparent intake, prioritization, capacity, and portfolio-review process. Clarify product owners, business outcomes, scope, dependencies, acceptance criteria, and benefits for each initiative.

3. Software Delivery Excellence: Establish disciplined SDLC and DevSecOps practices, including version control, code review, automated testing, environment management, CI/CD, release controls, secure development, and technical documentation.

4. Architecture Governance: Lead solution architecture reviews and approve technology patterns, integrations, data models, non-functional requirements, platform selections, and exceptions to standards.

5. Data Governance and Analytics: Ensure that dashboards and reports use defined metrics, trusted sources, quality checks, appropriate access, and clear business ownership. Reduce manual and conflicting reporting.

6. Automation and AI Enablement: Identify and prioritize automation and AI opportunities that improve productivity, service quality, insight, or client value. Require responsible controls, human oversight, security review, and measurable outcomes.

7. Integration and Platform Reliability: Ensure that APIs, integrations, data pipelines, and applications are observable, supportable, resilient, and designed with capacity, performance, error handling, recovery, and lifecycle management in mind.

8. Release and Production Readiness: Partner with Technology Operations on operational acceptance, monitoring, runbooks, support ownership, rollback plans, security and compliance requirements, knowledge transfer, and post-release stabilization.

9. Security and Privacy by Design: Embed identity, least privilege, secure coding, logging, data protection, vulnerability management, privacy, retention, and compliance requirements into design and delivery.

10. Technical Debt and Lifecycle Management: Maintain a visible technical-debt and end-of-life register, prioritize remediation based on business and operational risk, and prevent unsupported or undocumented solutions from becoming permanent dependencies.

11. Vendor and Partner Management: Evaluate software, cloud, data, AI, development, and integration partners based on architecture fit, security, supportability, commercial value, lock-in risk, and total cost of ownership.

12. People Leadership: Develop managers, architects, engineers, analysts, and automation specialists; clarify career paths; strengthen technical leadership; and build a culture of quality, collaboration, curiosity, documentation, and accountable delivery.

13. Executive and Client Communication: Present roadmaps, investment cases, delivery status, risks, architecture decisions, product outcomes, and innovation opportunities to executives, business stakeholders, and clients.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, Data Science, Engineering, or a related discipline, or equivalent relevant experience.

• Ten or more years of progressive experience across software development, application engineering, data, analytics, automation, integration, architecture, or related technology disciplines.

• Five or more years leading managers, architects, engineers, developers, analysts, or automation teams with responsibility for delivery, quality, staffing, and technical direction.

• Demonstrated success creating engineering standards, product or portfolio governance, architecture review processes, release disciplines, and measurable business outcomes.

• Strong knowledge of modern application architecture, APIs and integrations, relational and analytical data platforms, cloud or hosted services, security by design, testing, CI/CD, observability, and lifecycle management.

• Experience delivering solutions for a BPO, MSP, NOC, contact center, multi-client services business, or complex internal operations environment is strongly preferred.

• Ability to communicate technical choices, tradeoffs, risk, cost, and business value to executives, clients, product owners, operations teams, and technical specialists.

Preferred Certifications and Experience

• PMP, Scrum/Agile, TOGAF, cloud architecture, data engineering, security, database, software engineering, or comparable professional certifications.

• Experience with API-first architecture, workflow automation, data governance, AI/ML or generative AI solutions, low-code/no-code platforms, and enterprise integration.

• Experience modernizing legacy systems, consolidating fragmented reporting, establishing reusable platforms, and creating clear production support models.

Benefits

• Health Insurance and health subsidy
• Transportation, rice allowances
• Vacation leave
• Sick leave
• Meals and snacks
• Bonuses

CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.

CallTek is a leading provider of comprehensive back-office support services, empowering businesses to thrive in today’s dynamic market. With over 20 years of experience and a global workforce of 8,000 professionals; we specialize in offering tailored solutions that drive efficiency, innovation, and growth.