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