Hybrid Head of Call Center Tech & Platform Innovation

Clevr OPC; Philippines; Hybrid; PHP 4,000,000 - 8,000,000; Full time

Job summary

CLEVR in the Philippines seeks a Head of Call Center Technology to own the strategic direction and end-to-end management of call center platforms, telephony, integrations, and infrastructure. You will lead a technical team to ensure reliable, secure, and cost-effective technologies supporting high-volume, real-time operations.

The role requires 12–15+ years IT experience, 5–7 years in leadership for call center tech, and strong knowledge of on-prem and hybrid/cloud setups.

Qualifications

• Bachelor's degree in IT, CS, or engineering is required.
• 12–15+ years IT experience with 5–7 years in leadership roles focused on call center technologies or customer engagement platforms.
• Proven experience managing telephony (PBX/SIP/VoIP), dialers, IVR, call recording, and routing systems.
• Experience with high-volume, business-critical call center operations (100K+ calls/day).
• Strong experience in on-premise environments (50–100+ VMs) with exposure to hybrid/cloud setups.
• Proven people leadership managing 10+ engineers (VOIP, Call Center, Sys Admin).

Responsibilities

• Lead reliability and resilience across call center applications, telephony, integrations, and infrastructure.
• Drive platform modernization and migration (e.g., on-premise to cloud) with minimal business disruption.
• Champion automation and engineering excellence to eliminate manual effort and accelerate delivery.
• Lead execution of business and technology initiatives, driving continuous improvement and innovation.
• Manage total cost of ownership (TCO), budgets, and OPEX/CAPEX optimization.
• Ensure compliance with IT, security, and regulatory standards, including business continuity and disaster recovery.
• Manage staff retention, upskilling, and team capability across a team of 10–20 direct reports.

Skills

People leadership

Strategic IT leadership

Education

Bachelor's degree in IT/CS/Engineering

Tools

Genesys

PBX/SIP/VoIP

Job description

CLEVR in the Philippines seeks a Head of Call Center Technology to own the strategic direction and end-to-end management of call center platforms, telephony, integrations, and infrastructure. You will lead a technical team to ensure reliable, secure, and cost-effective technologies supporting high-volume, real-time operations.

The role requires 12–15+ years IT experience, 5–7 years in leadership for call center tech, and strong knowledge of on-prem and hybrid/cloud setups.