Contact Center Manager

Lancesoft Philippines; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Lancesoft Philippines is seeking a Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This hands-on role focuses on telephony operations, IVR redesign, and intelligent virtual agents to improve customer experience.

You will configure Zoom Phone/Zoom Contact Center, manage IVR, routing, and integration with CRM and other enterprise systems, while troubleshooting and coordinating with vendors.

Qualifications

• 3+ years of experience in Contact Center or Telephony Engineering.
• Hands-on experience with Zoom Contact Center, Zoom Phone, or similar CCaaS platforms.
• Strong understanding of: VoIP, SIP, IVR, Call routing.
• Contact center operations.
• Experience with Virtual Agents, Conversational AI, or AI-powered IVR solutions.
• Strong troubleshooting and production support experience.

Responsibilities

• Administer and optimize Zoom Phone and Zoom Contact Center platforms.
• Configure and manage: Queues, Dial plans, IVR workflows, Reporting.
• Modernize existing IVR and customer self-service workflows.
• Implement and maintain Virtual Agent / Conversational AI capabilities.
• Configure intelligent call routing and seamless handoff between virtual agents and live agents.
• Troubleshoot telephony and contact center issues, including SIP / VoIP, Call quality, Dropped calls, Routing failures, Latency, Dialer issues.
• Perform root cause analysis and coordinate with vendors/providers.
• Support integrations between Zoom Contact Center and enterprise platforms such as CRM, servicing systems, LOS, and knowledge management platforms.
• Manage platform upgrades, patches, and continuous operational improvements.

Skills

Telephony engineering

Troubleshooting

Production support

Tools

Zoom Contact Center

Zoom Phone

IVR design tooling

AI/Conversational AI tooling

Job description

We're Hiring: Contact Center Telephony & Virtual Agent Engineer (Zoom Contact Center)

About the Role

We're looking for a Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This is a hands‑on engineering role responsible for enhancing telephony operations, redesigning IVR experiences, and implementing intelligent virtual agent capabilities to improve customer experience.

Key Responsibilities

Administer and optimize Zoom Phone and Zoom Contact Center platforms.

Configure and manage:

• Queues, Dial plans, IVR workflows, Reporting

Modernize existing IVR and customer self‑service workflows.

Implement and maintain Virtual Agent / Conversational AI capabilities.

Configure intelligent call routing and seamless handoff between virtual agents and live agents.

Troubleshoot telephony and contact center issues, including:

• SIP / VoIP, Call quality, Dropped calls, Routing failures, Latency, Dialer issues

Perform root cause analysis and coordinate with vendors/providers.

Support integrations between Zoom Contact Center and enterprise platforms such as CRM, servicing systems, LOS, and knowledge management platforms.

Manage platform upgrades, patches, and continuous operational improvements.

What We're Looking For

Required Qualifications

• 3+ years of experience in Contact Center or Telephony Engineering.
• Hands‑on experience with Zoom Contact Center, Zoom Phone, or similar CCaaS platforms.
• Strong understanding of:
• VoIP, SIP, IVR, Call routing
• Contact center operations
• Experience with Virtual Agents, Conversational AI, or AI‑powered IVR solutions.
• Strong troubleshooting and production support experience.
• Experience with one or more of the following platforms: