{"id":2184624,"url":"https://alion.io/job/exl-cloud-contact-center-manager","title":"Cloud Contact Center Manager","company":{"id":38016,"name":"EXL","domain":"exlservice.com","url":"https://alion.io/company/exl","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":81,"open_postings":65,"ghost_share":0,"stale_share":0.954,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":51000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1177},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false}],"status":"live","first_seen_at":"2026-10-09T15:08:23Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-12T06:04:55Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"CCaaS Voice Manager - Responsible for managing and supporting cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions. The role oversees CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives while leading a team of enoc engineers and partnering with business and client stakeholders. CCaaS Voice Manager (with Dialer Experience) - Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions. The role oversees CCaaS operations, telephony infrastructure, dialer campaigns, SIP/VoIP integrations, vendor management, and service delivery while ensuring platform stability, regulatory compliance, and operational excellence. The ideal candidate should have experience with cloud contact center technologies, outbound dialing platforms, and customer engagement solutions, along with strong leadership and stakeholder management skills.\n Responsibilities - CCaaS Voice Manager (with Dialer Experience)\nLead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance.\nManage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives.\nOversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations.\nDrive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions.\nCollaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements.\nMonitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks.\nLead incident, problem, change, and release management activities for voice and contact center technologies.\nEnsure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies.\nManage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms.\nAnalyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency.\nDevelop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes.\nManage vendor relationships, service providers, and technology partners to ensure effective support and delivery.\nLead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement.\nSupport business continuity, disaster recovery, and resiliency planning for contact center and telephony environments.\nProvide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps.\n Qualifications - CCaaS Voice Manager (with Dialer Experience)\nBachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.\nMinimum of 8-10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure.\nMinimum of 3-5 years of leadership or people management experience leading technical teams and service delivery functions.\nStrong hands-on experience with one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent.\nProven experience managing outbound dialing solutions including predictive, progressive, preview, and manual dialer campaigns.\nSolid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures.\nExperience integrating contact center platforms with CRM, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions.\nStrong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices.\nExperience supporting large-scale, multi-site, or global contact center environments.\nStrong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations.\nKnowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations.\nExperience managing technology vendors, carriers, and third-party service providers.\nExcellent communication, stakeholder management, presentation, and client-facing skills.\nAbility to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives.\nRelevant certifications in cloud, contact center, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc.).\nPreferred Qualifications\nExperience within BPO, Customer Experience (CX), Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries.\nExposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms.\nExperience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives.","description_format":"text","description_chars":5357,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","AI Consulting & Integration","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-10-09T15:46:20Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.596,"p_room":0.9,"age_days":2,"expected_fill_days":7,"reasons":["conf:0","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/exl-cloud-contact-center-manager","json_url":"https://alion.io/job/exl-cloud-contact-center-manager.json","meta":{"generated_at":"2026-10-12T07:13:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11691,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38016},"rest":"https://alion.io/mcp/rest/get_company?id=38016"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexl-cloud-contact-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexl-cloud-contact-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexl-cloud-contact-center-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exl-cloud-contact-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexl-cloud-contact-center-manager"}]}