Contact Center Manager

Corecom Consulting; Leeds; On-site; GBP 41,000 - 50,000; Full time

Job summary

Corecom Consulting in Leeds is seeking a Contact Centre Technology & AI Manager to own a large-scale customer contact environment, focusing on telephony, dialler tech, customer routing and AI-driven engagement.

The role sits at the intersection of technology, operations and customer experience, ensuring the contact centre tech estate is fit for purpose today and shaping AI-enabled customer outcomes for the future.

Qualifications

• Strong experience managing enterprise telephony environments.
• Experience owning and improving customer contact platforms.
• Exposure to AI, chatbots, voicebots or automation technologies.

Responsibilities

• Own the contact centre technology roadmap, with a strong focus on telephony and customer engagement platforms.
• Manage and optimise telephony systems, diallers, IVRs, call routing and customer contact technologies.
• Drive improvements in customer journeys through technology, automation and AI.
• Identify opportunities to reduce friction, improve service levels and increase operational efficiency.
• Work closely with operational leaders and stakeholders to understand business challenges and implement solutions.
• Manage technology suppliers and platform vendors.
• Lead and develop a small team.
• Use customer and operational data to drive decision-making and platform improvements.

Skills

Telephony management

Stakeholder management

Team leadership

AI/automation awareness

Dialler platforms

Tools

Amazon Connect

Genesys

NICE CXone

Five9

Job description

Job Description

Contact Centre Technology & AI Manager

Leeds (Hybrid)

Competitive Salary + Bonus (Upto £45,000)

We're looking for a Contact Centre Technology & AI Manager to take ownership of a large-scale customer contact environment, with a particular focus on telephony, dialler technology, customer routing and AI-driven customer engagement.

This role sits at the intersection of technology, operations and customer experience. You'll be responsible for ensuring the contact centre technology estate is fit for purpose today, whilst helping shape how AI and automation are used to improve customer outcomes in the future.

The Opportunity

A significant part of this role centres around owning and evolving the telephony environment. You'll be responsible for the platforms and technologies that underpin customer interactions, ensuring customers are routed effectively, agents have the right tools and the operation can scale efficiently.

Alongside this, you'll identify opportunities to introduce AI-powered solutions, automation and self-service capabilities to enhance both the customer and colleague experience.

Key Responsibilities

• Own the contact centre technology roadmap, with a strong focus on telephony and customer engagement platforms
• Manage and optimise telephony systems, diallers, IVRs, call routing and customer contact technologies
• Drive improvements in customer journeys through technology, automation and AI
• Identify opportunities to reduce friction, improve service levels and increase operational efficiency
• Work closely with operational leaders and stakeholders to understand business challenges and implement solutions
• Manage technology suppliers and platform vendors
• Lead and develop a small team
• Use customer and operational data to drive decision-making and platform improvements

What We're Looking For

• Strong experience managing enterprise telephony environments
• Experience with diallers, IVRs, call routing and contact centre platforms
• A background in Contact Centre Technology, Telephony Management or Customer Operations Technology
• Experience owning and improving customer contact platforms
• Exposure to AI, chatbots, voicebots or automation technologies
• Strong stakeholder management and leadership skills

Nice to Have

• Amazon Connect, Genesys, NICE CXone, Five9 or similar platform experience
• Financial Services experience
• Workforce Optimisation exposure
• Customer journey and service improvement experience

Why Apply?

This is an opportunity to own a critical technology function within a business actively investing in both customer experience and AI. You'll have the chance to shape the future of the contact centre, influence technology strategy and drive meaningful change across customer operations.

If you've built, managed or transformed telephony and contact centre platforms and want to play a key role in AI adoption, this could be a fantastic next step.