Senior Manager

CCaaS Voice Senior Manager (with Dialer Experience) – Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions. The role oversees CCaaS operations, telephony infrastructure, dialer campaigns, SIP/VoIP integrations, vendor management, and service delivery while ensuring platform stability, regulatory compliance, and operational excellence. The ideal candidate should have experience with cloud contact center technologies, outbound dialing platforms, and customer engagement solutions, along with strong leadership and stakeholder management skills.

Responsibilities

• Lead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance.

• Manage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives.

• Oversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations.

• Drive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions.

• Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements.

• Monitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks.

• Lead incident, problem, change, and release management activities for voice and contact center technologies.

• 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 to ensure effective support and delivery.

• Lead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement.

• Support business continuity, disaster recovery, and resiliency planning for contact center and telephony environments.

• Provide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps.

Qualifications

• 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 one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent.

• Proven experience managing outbound dialing solutions including 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, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions.

• Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices.

• Experience supporting large-scale, multi-site, or global contact center environments.

• Strong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations.

• Knowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations.

• 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.

• Relevant certifications in cloud, contact center, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc.).

Preferred Qualifications

• Experience within BPO, Customer Experience (CX), Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries.

• Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms.

• Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives.