Cloud Contact Center Lead: Voice & Dialer Ops

EQPLUS TECHNOLOGIES PTY LTD; Cape Town; Presencial; ZAR 1.000.000 - 1.400.000; Jornada completa

Descripción de la vacante

EQPLUS TECHNOLOGIES PTY LTD in Cape Town is seeking a senior professional to lead contact centre technology, voice infrastructure, and dialer operations for a large enterprise. The role is permanent and on-site, based in Cape Town with shifts aligned to US time zones.

The candidate will manage cloud contact centre platforms, oversee dialer campaigns, and drive platform migrations, performance monitoring, and regulatory compliance while coordinating with CRM, analytics, and AI integrations.

Formación

• Bachelor's degree or related field required; technical certifications beneficial.
• 8 to 10 years of relevant contact centre/CCaaS/telephony/voice infrastructure experience.
• 3 to 5 years in technical team leadership or people management.
• Hands‑on experience with major contact centre platforms (Genesys Cloud, Amazon Connect, Five9, NICE CXone, Webex).
• Strong dialer campaign management, SIP/VoIP, troubleshooting, and integration skills.
• Knowledge of contact centre KPIs, service delivery, security and regulatory compliance.
• Strong stakeholder and vendor management and communication skills.

Responsabilidades

• Manage and optimise cloud contact centre (CCaaS) and voice platforms.
• Oversee inbound and outbound dialer campaigns across multiple dialing modes.
• Manage SIP, VoIP, IVR, call routing, carrier connectivity, and telephony integrations.
• Lead cloud migrations, implementations, platform upgrades and tech transformations.
• Monitor service performance, incidents and regulatory compliance.
• Oversee CRM, workforce management, analytics, recording and AI integrations.
• Manage vendors, develop technical teams and drive service improvements.

Conocimientos

Leadership

Stakeholder management

Communication

Troubleshooting

Educación

Bachelor's degree in IT/CS/Engineering/Telecommunications

Technical certifications

Herramientas

Genesys Cloud

Amazon Connect

Five9

NICE CXone

Webex Contact Center

Descripción del empleo

EQPLUS TECHNOLOGIES PTY LTD in Cape Town is seeking a senior professional to lead contact centre technology, voice infrastructure, and dialer operations for a large enterprise. The role is permanent and on-site, based in Cape Town with shifts aligned to US time zones.

The candidate will manage cloud contact centre platforms, oversee dialer campaigns, and drive platform migrations, performance monitoring, and regulatory compliance while coordinating with CRM, analytics, and AI integrations.