Manager - Cloud Contact Center Solutions

SUMMARY:
Our client is looking for a highly skilled Cloud Contact Center Manager to lead and optimise cloud contact centre voice and dialler platforms within a global technology environment. The successful candidate will oversee cloud contact centre technology, telephony infrastructure, vendor relationships, and service delivery while leading a technical team. This role requires strong hands-on expertise in Contact Centre as a Service (CCaaS), dialler solutions, VoIP/SIP technologies, and large-scale contact centre environments.

POSITION INFO:
Minimum Requirements: Bachelor's degree in IT, Computer Science, Engineering, Telecommunications, or a related field. 8-10 years' experience in contact centre technology, telephony, CCaaS platforms, and voice infrastructure. 3-5 years' experience in a technical leadership role. Hands-on experience with platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or similar CCaaS solutions. Strong technical knowledge of SIP, VoIP, Session Border Controllers (SBCs), IVR, call routing, carrier connectivity, and outbound dialling solutions. Experience integrating CRM, Workforce Management (WFM), Quality Management (QM), call recording, analytics, AI, and other contact centre technologies. Proven experience supporting large-scale or global contact centre environments. Experience managing vendors, technical incidents, service delivery, compliance, and technology transformation initiatives. Advantageous: Experience within Business Process Outsourcing (BPO) or Customer Experience (CX) environments. Exposure to CCaaS migrations and cloud transformation projects. Experience in telephony modernisation, AI, speech analytics, and automation.