Cloud Contact Center Manager

EQPLUS TECHNOLOGIES PTY LTD; Cape Town; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Stakeholder management

Communication

Troubleshooting

Education

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

Technical certifications

Tools

Genesys Cloud

Amazon Connect

Five9

NICE CXone

Webex Contact Center

Job description

Cape Town | Permanent role | On site

Are you ready to lead contact centre technology, voice infrastructure, and dialer operations in a large enterprise environment?

Western Cape, Cape Town

Monthly Cost To Company

Join a technology-driven environment where you’ll lead voice technology operations, improve platform performance, and support customer engagement solutions.

Key Responsibilities

• Manage and optimise cloud contact centre (CCaaS) and voice platforms
• Oversee inbound and outbound dialer campaigns, including predictive, progressive, and preview dialing
• Manage SIP, VoIP, IVR, call routing, carrier connectivity, and telephony integrations
• Lead cloud migrations, implementations, platform upgrades, and technology transformation initiatives
• Monitor service performance, manage incidents, and ensure regulatory compliance
• Oversee integrations with CRM, workforce management, analytics, recording, and AI platforms
• Manage vendors, develop technical teams, and drive service improvements

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, Telecommunications, or a related field. Relevant technical certifications are also beneficial
• 8 to 10 years of relevant contact centre, CCaaS, telephony, or voice infrastructure experience
• 3 to 5 years of technical team leadership or people management experience
• Hands‑on experience with platforms such as Genesys Cloud, Amazon Connect, Five9, NICE CXone, Webex Contact Center, or similar
• Strong dialer campaign management, SIP/VoIP, troubleshooting, and integration experience
• Knowledge of contact centre KPIs, service delivery, security, and regulatory compliance
• Strong stakeholder management, vendor management, and communication skills
• Experience in BPO, financial services, healthcare, telecommunications, AI‑enabled contact centres, or cloud migrations would be advantageous

Location and Work Arrangements:

Based in Cape Town, this is a strictly office‑based role involving shift work aligned with US time zones.