Cloud Contact Center 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. 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.

Duties & 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.