Cloud Contact Center Manager

EXL

. Lead day-to-day management, support, and optimization of CCaaS and voice platforms .

Posted 10/9/2026full-timeCape Town • South AfricaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing CCaaS and voice platforms, with a strong focus on operational efficiency, compliance, and technology transformation. Proven ability to lead technical teams, integrate contact center solutions, and enhance customer experience through data-driven insights.

Highest-signal resume keywords

CCaaS Platform ManagementSIP, VoIP, SBCs, Telephony ArchitectureAmazon Connect, Genesys Cloud, Five9Contact Center Operations and KPIsLeadership in Technical Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center TechnologiesDialer Operations ManagementCloud Transformation InitiativesTechnical Documentation DevelopmentTroubleshooting Complex Technical IncidentsIntegration with CRM and WFMData Privacy CompliancePerformance Monitoring and OptimizationVendor Relationship ManagementDisaster Recovery Planning

Soft Skills

Excellent Communication SkillsStakeholder ManagementClient-Facing SkillsProblem-Solving SkillsTeam Leadership

Tools & Technologies

Amazon ConnectGenesys CloudFive9Webex Contact CenterNICE CXoneAI SolutionsAnalytics PlatformsWorkforce Management SystemsIVR SystemsCall Routing Technologies

Certifications & Qualifications

Cloud CertificationsContact Center CertificationsTelephony CertificationsNetworking Certifications

Industry Keywords

BPOCXContact CenterFinancial ServicesHealthcareInsuranceTelecommunicationsOutbound DialingSecurity StandardsData Privacy Compliance

Tech Stack

Tools & technologies

CloudVoIP

About the role

Key responsibilities & impact

Lead day-to-day management, support, and optimization of CCaaS and voice platforms
Manage inbound, outbound, preview, progressive, and predictive dialer operations
Oversee SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations
Drive implementation, migration, and transformation initiatives involving cloud contact center and dialer solutions
Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver enhancements
Monitor platform health, performance, capacity, and service levels; identify and mitigate operational risks
Lead incident, problem, change, and release management activities
Ensure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies
Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms
Analyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency
Develop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes
Manage vendor relationships, service providers, and technology partners
Lead, mentor, and develop CCaaS, voice, and dialer engineers
Support business continuity, disaster recovery, and resiliency planning
Provide technical leadership and strategic recommendations for contact center technology roadmaps

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field
Minimum of 8–10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure
Minimum of 3–5 years of leadership or people management experience leading technical teams and service delivery functions
Strong hands-on experience with Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent
Proven experience managing predictive, progressive, preview, and manual dialer campaigns
Solid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures
Experience integrating contact center platforms with CRM, WFM, QM, Recording, Analytics, and AI solutions
Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization
Experience supporting large-scale, multi-site, or global contact center environments
Strong troubleshooting and problem-solving skills for complex technical incidents and escalations
Knowledge of outbound dialing, telecommunications, security, and data privacy compliance requirements
Experience managing technology vendors, carriers, and third-party service providers
Excellent communication, stakeholder management, presentation, and client-facing skills
Ability to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives
Experience within BPO, CX, Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries preferred
Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms preferred
Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives preferred
Relevant cloud, contact center, telephony, or networking certifications preferred