Job Description
About the Role
As a Cloud Contact Center Manager at EXL Service, you will be responsible for managing and supporting our cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions. You will lead a team of engineers and partner with business and client stakeholders to drive technology transformation initiatives and ensure platform stability, regulatory compliance, and operational excellence.
Key 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.
Requirements
- 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.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.
- Minimum of 810 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure.
- Minimum of 35 years of leadership or people management experience leading technical teams and service delivery functions.
Salary & Benefits
Salary: Negotiable based on experience.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in South Africa
The IT and computing industry in South Africa is rapidly growing, driven by the increasing demand for digital transformation and technological advancements. Typically, this growth translates to a strong job market for professionals with skills in software development, data analysis, and cybersecurity. Generally, the sector offers a wide range of career opportunities across various industries.
In terms of salary expectations, IT and computing professionals in South Africa can generally expect to earn salaries that are on par with or slightly above the national average. However, it’s essential to note that salaries can vary significantly depending on factors such as experience, company size, industry sector, and specific job requirements. Typically, experienced professionals in high-demand areas like artificial intelligence, cloud computing, or cybersecurity tend to earn higher salaries than those in entry-level positions. Nonetheless, salaries are often within the range of R600 000 to R1 million per annum for mid-level roles, with senior positions potentially exceeding R2 million.
Common skills required for IT and computing roles in South Africa include programming languages such as Java, Python, or C++, proficiency in software development methodologies like Agile or Scrum, experience with data analysis tools like Tableau or Power BI, and familiarity with cloud-based technologies like AWS or Azure. Additionally, knowledge of cybersecurity principles, network administration, and database management are highly valued skills.
The IT and computing industry is a significant sector across various industries, including financial services, technology, manufacturing, and healthcare. Many companies in these sectors require skilled professionals to develop, implement, and maintain their digital solutions. Typically, the finance industry requires specialized IT talent for areas like risk management, compliance, and anti-money laundering.
For those looking to pursue a career in IT and computing, common career progression paths include working as an individual contributor, moving into team leadership roles, or taking on senior technical positions. Many professionals also choose to specialize in emerging technologies like artificial intelligence, blockchain, or the Internet of Things (IoT). With ongoing training and development, individuals can stay up-to-date with the latest industry trends and advancements, positioning themselves for success in this rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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