Cloud Contact Centre Manager

EQPLUS TECHNOLOGIES PTY LTD; Cape Town; On-site; ZAR 1,100,000 - 1,700,000; Full time

Job summary

EQPLUS TECHNOLOGIES PTY LTD in Cape Town is seeking a senior technology leader to own contact centre voice infrastructure and CCaaS operations for a large enterprise. The role is based in the office with shift work aligned to US time zones.

You will drive platform performance, oversee dialer campaigns, ensure regulatory compliance, and partner with CRM, analytics, and AI integrations to deliver reliable customer engagement solutions.

Qualifications

• Bachelor's degree in IT, CS, engineering, or telecommunications.
• 8 to 10 years in contact centre, CCaaS, telephony, or voice infrastructure.
• 3 to 5 years in technical team leadership or people management.
• Hands-on experience with 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.

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.

Skills

CCaaS

Voice Technology

Contact Centre Solutions

Dialer Management

SIP/VoIP

Genesys Cloud

Telephony Infrastructure

Education

Bachelor's degree in IT, Computer Science, Engineering, Telecommunications or related field

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?

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.

Desired Skills

• CCaaS
• Voice Technology
• Contact Centre Solutions
• Dialer Management
• SIP/VoIP
• Genesys Cloud
• Telephony Infrastructure

Desired Work Experience

• 5 to 10 years

Desired Qualification Level

• Degree