Cloud Contact Centre Manager (CCaaS and Dialer) at EXL in Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring a Cloud Contact Centre Manager in Cape Town to lead their CCaaS and voice platform operations. You will manage cloud contact centre technology, dialer campaigns, and a team of engineers while working with major clients. This is a senior role for someone with deep experience in contact centre tech who is ready to drive transformation and keep platforms running smoothly. If you have a background in cloud contact centres and want to work for a global data and AI company, this could be your next move.
About the role
EXL is looking for a Cloud Contact Centre Manager to take charge of their cloud contact centre and voice platforms. You will be responsible for making sure their CCaaS environment, telephony infrastructure, and dialer solutions run reliably and efficiently for clients across different industries.
What you will be doing:
- Leading the daily management and optimisation of CCaaS and voice platforms, including inbound, outbound, and predictive dialer solutions
- Overseeing telephony technologies like SIP, VoIP, SBCs, carrier connectivity, IVR, and call routing
- Driving cloud migrations, platform implementations, and technology transformation projects
- Working closely with Operations, clients, and vendors to troubleshoot issues and deliver improvements
- Monitoring platform health, performance, and service levels while managing incidents and changes
- Managing integrations with CRMs, workforce management tools, recording systems, analytics, and AI solutions
- Leading and mentoring a team of CCaaS, voice, and dialer engineers
Why this role matters: You will play a key part in keeping EXL's contact centre operations running at a high standard, directly impacting customer experience and business results for their clients.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field
- 8 to 10 years of experience in contact centre technologies, telephony, CCaaS platforms, and voice infrastructure
- 3 to 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, or NICE CXone
- 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 centre platforms with CRM, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions
- Strong knowledge of contact centre operations, KPIs, service levels, customer experience, and workforce optimisation practices
- Experience supporting large-scale, multi-site, or global contact centre environments
- Excellent communication, stakeholder management, presentation, and client-facing skills
- Relevant certifications in cloud, contact centre, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9)
Responsibilities
- Lead the day-to-day management, support, and optimisation 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 centre 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 while proactively identifying and mitigating operational risks
- Lead incident, problem, change, and release management activities for voice and contact centre technologies
- Ensure compliance with regulatory requirements, dialing regulations, security standards, and organisational policies
- Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms
- Analyse contact centre 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
- Support business continuity, disaster recovery, and resiliency planning for contact centre and telephony environments
- Provide technical leadership and strategic recommendations for future contact centre and customer experience technology roadmaps
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Senior (8+ years)
- Education
- Bachelor
- Category
- IT & Software Development
- Application Method
- Apply online
Success Guide
This is a senior technical management role, so your CV should really highlight your hands-on experience with cloud contact centre platforms and dialer systems. Be ready to talk about specific projects where you managed migrations, improved platform reliability, or led teams through technical challenges. If you have certifications in AWS, Genesys, Cisco, or similar, make sure they stand out. In interviews, expect questions about how you handle vendor relationships, manage incidents, and keep stakeholders happy. This role is with a global company, so showing that you can work across different time zones and with international teams will count in your favour. Good luck!
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