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.