Head of Call Center Operations

Description
We are hiring a Senior Solutions Architect & Engineering Manager to design, build, and scale the full technology foundation for our rapidly growing U.S.-based solar operations and sales organization. This is a critical senior technical leadership role for someone who can understand business needs at a deep level and transform them into clean, automated, scalable systems.

You will architect workflows, build integrations, create internal tools, lead engineering execution, and drive automation across the entire company. You will work directly with the CEO, taking business and operational requirements and translating them into powerful systems and technology.

This person must be highly technical, extremely organized, mature, and capable of building from zero. This is the first foundational hire in the Business Systems & Engineering function, and you will eventually put the right leaders in place under you (development, process automation, analytics).

Technical Architecture & System Design

• Design and architect the full end-to-end technical ecosystem for the company
• Build scalable internal systems that bring sales, operations, installation, QC, and finance workflows together
• Convert business processes into structured workflows and clean technical roadmaps
• Ensure system architecture is modular, scalable, and designed for 50M+ revenue growth

Workflow Automation & Business Systems

• Own all technical workflow design across the business
• Build automation logic that reduces manual labor, cuts costs, and improves operational speed
• Map operational ideas from the leadership and convert them into technical workflows
• Refine, simplify, and optimize data flow across all departments

CRM & Platform Integrations

• Architect, build, and manage CRM infrastructure, automation, and integrations
• Migrate and consolidate multiple systems (Ascent, GoHighLevel) into a unified CRM environment
• Integrate external platforms, financiers, dialers, field tools, and internal apps with consistent, accurate data flow

Application Development & Engineering Leadership

• Build internal web/mobile tools (dispatch apps, installer portals, QC systems, financial dashboards)
• Write production-quality code , Python, React or equivalent)
• Architect backend services, APIs, and automation engines
• Lead engineering execution hands-on while scaling a development team underneath you
• Recruit, mentor, and guide developers, automation engineers, and analysts as the department grows

Data, Reporting & Analysis

• Build reporting dashboards for sales, revenue, installation stages, QC, and operations
• Ensure clean, accurate, and organized data across systems
• Translate raw data and spreadsheets into automated reporting systems for executive leadership
• Implement strong data governance and audit structures

Cross-Department Collaboration

• Work closely with the leadership to systematize operations from a technical perspective
• Partner with Sales, Operations, Finance, and Installation teams to understand workflows and improve them through automation
• Act as the technical bridge between leadership ideas and real system execution

Organizational Maturity & Structure

• Bring structure, organization, and maturity to all technical and system-based processes
• Implement documentation, process standards, and clean system architecture
• Build a scalable technical department capable of supporting a 50M+ company
• Identify inefficiencies, recommend improvements, and drive automation that cuts labor costs and improves performance

Requirements
Experience

• 10-18 years in software engineering, technical architecture, systems design, or enterprise business systems
• Proven experience building and architecting complex internal business systems
• Strong background with CRM platforms, workflow automation, and process-driven systems
• 5+ years working with integrations, APIs, backend systems, and automation workflows
• 3+ years leading development teams or managing technical delivery
• Experience collaborating closely with business /operations leadership in a scaling company

Technical Expertise

• Full-stack engineering: , Python, JavaScript/TypeScript, React, or similar
• Deep knowledge of REST APIs, integrations, data modeling, webhooks, and backend architecture
• Experience with cloud services (AWS/GCP), containerization, and microservices is a plus
• CRM automation, custom CRM development, and platform integrations
• Experience building workflow engines, automation pipelines, and internal tools

Business & Systems Expertise

• Strong understanding of business operations, cross-functional workflows, and process optimization
• Ability to break down messy, unstructured processes and rebuild them into clean systems
• Experience working with operations, sales, finance, and installation teams
• Ability to understand business goals and translate them into technical execution plans

Traits & Mindset

• Exceptionally organized and structured thinker
• High maturity — able to bring stability, clarity, and order to fast-moving environments
• Problem solver who thrives in ambiguity and builds clarity through systems
• Strong communication skills; able to work directly with CEO n leadership
• Ownership mentality — takes initiative and drives execution without micromanagement
• Highly intelligent, resourceful, and able to run a technical department from scratch