Cloud Contact Centre Manager

Cape Town | Permanent role | On site

Are you ready to lead contact centre technology, voice infrastructure, and dialer operations in a large enterprise environment?

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.

Desired Skills:

• CCaaS
• Voice Technology
• Contact Centre Solutions
• Dialer Management
• SIP/VoIP
• Genesys Cloud
• Telephony Infrastructure

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Degree