Manager- Technology at EXL South Africa

Job Description

• CCaaS Voice Manager – Responsible for managing and supporting cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions.
• The role oversees CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives while leading a team of enoc engineers and partnering with business and client stakeholders. CCaaS Voice 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

Responsibilities – CCaaS Voice Manager (with Dialer Experience)

• 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

Qualifications – CCaaS Voice Manager (with Dialer Experience)

• 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.