Cloud Contact Center Manager

In brief

**Overview** This role, titled Cloud Contact Center Manager at EXL South Africa, is responsible for managing and supporting cloud contact center and voice platforms. The primary goal is to ensure service availability, operational excellence, and the successful delivery of telephony and dialer experience solutions. This involves overseeing CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives. The role also includes leading a team of engineers and collaborating with business and client stakeholders, focusing specifically on managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions, while ensuring platform stability, regulatory compliance, and operational excellence. **What you will do** * Lead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance. * Manage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives. * Oversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations. * Drive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions. * Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements. * Monitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks. * Lead incident, problem, change, and release management activities for voice and contact center technologies. * Ensure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies. * Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms. * Analyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency. * Develop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes. * Manage vendor relationships, service providers, and technology partners to ensure effective support and delivery. * Lead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement. * Support business continuity, disaster recovery, and resiliency planning for contact center and telephony environments. * Provide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps. **Requirements (from the original advert)** * Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field. * Minimum of 8–10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure. * Minimum of 3–5 years of leadership or people management experience leading technical teams and service delivery functions. * Strong hands-on experience with one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent. * Proven experience managing outbound dialing solutions including predictive, progressive, preview, and manual dialer campaigns. * Solid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures. * Experience integrating contact center platforms with CRM, Workforce Management WFM, Quality Management QM, Recording, Analytics, and AI solutions. * Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices. * Experience supporting large-scale, multi-site, or global contact center environments. * Strong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations. * Knowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations. * Experience managing technology vendors, carriers, and third-party service providers. * Excellent communication, stakeholder management, presentation, and client-facing skills. * Ability to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives. * Relevant certifications in cloud, contact center, telephony, or networking technologies are preferred e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc. *Preferred Qualifications:* * Experience within BPO, Customer Experience CX, Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries. * Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms. * Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives. **Who should apply** The ideal candidate for this Cloud Contact Center Manager position should possess a Bachelor’s degree in a relevant technical field and have extensive experience (8-10 years) in contact center technologies, telephony, CCaaS platforms, and voice infrastructure. Critical to this role is 3-5 years of leadership experience managing technical teams and service delivery. Candidates must have strong hands-on experience with major cloud contact center platforms and proven expertise in managing outbound dialing solutions. A solid understanding of telephony architectures (SIP, VoIP, SBCs, etc.), experience with platform integrations (CRM, WFM, etc.), and strong knowledge of contact center operations, KPIs, and customer experience practices are essential. The role requires excellent communication, stakeholder management, and leadership skills, along with the ability to lead cross-functional teams and drive technology transformation. Experience in large-scale, multi-site environments and knowledge of compliance requirements are also important. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/cloud-contact-center-manager-exl-south-africa Source: myjobmag

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At a glance

• At least 3 years of experience.

• AWS

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