Cloud Contact Center Manager

SUMMARY:
Cape Town | Permanent role | On site
 
Are you ready to lead contact centre technology, voice infrastructure, and dialer operations in a large enterprise environment?

POSITION INFO:
Join a technology-driven environment where you'll lead voice technology operations, improve platform performance, and support customer engagement solutions. Key Responsibilities Manage and optimise cloud contact centre (CCaaS) and voice platforms Oversee inbound and outbound dialer campaigns, including predictive, progressive, and preview dialing Manage SIP, VoIP, IVR, call routing, carrier connectivity, and telephony integrations Lead cloud migrations, implementations, platform upgrades, and technology transformation initiatives Monitor service performance, manage incidents, and ensure regulatory compliance Oversee integrations with CRM, workforce management, analytics, recording, and AI platforms Manage vendors, develop technical teams, and drive service improvements Requirements Bachelor's degree in IT, Computer Science, Engineering, Telecommunications, or a related field. Relevant technical certifications are also beneficial 8 to 10 years of relevant contact centre, CCaaS, telephony, or voice infrastructure experience 3 to 5 years of technical team leadership or people management experience Hands-on experience with platforms such as Genesys Cloud, Amazon Connect, Five9, NICE CXone, Webex Contact Center, or similar Strong dialer campaign management, SIP\/VoIP, troubleshooting, and integration experience Knowledge of contact centre KPIs, service delivery, security, and regulatory compliance Strong stakeholder management, vendor management, and communication skills Experience in BPO, financial services, healthcare, telecommunications, AI-enabled contact centres, or cloud migrations would be advantageous Location and Work Arrangements: Based in Cape Town, this is a strictly office-based role involving shift work aligned with US time zones.