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EQPlus

Cloud Contact Centre Manager

EQPlus

  • Undisclosed
  • Permanent Senior position
  • Cape Town Region
  • Posted 13 Oct 2026 by EQPlus
  • Expires in 34 days
  • Job 2646159
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About the position

Cape Town | Permanent role | On site

Are you ready to lead contact centre technology, voice infrastructure, and dialer operations in a large enterprise environment?

Join a technology-driven environment where you'll lead voice technology operations, improve platform performance, and support customer engagement solutions.

Key Responsibilities

  • Manage and optimise cloud contact centre (CCaaS) and voice platforms
  • Oversee inbound and outbound dialer campaigns, including predictive, progressive, and preview dialing
  • Manage SIP, VoIP, IVR, call routing, carrier connectivity, and telephony integrations
  • Lead cloud migrations, implementations, platform upgrades, and technology transformation initiatives
  • Monitor service performance, manage incidents, and ensure regulatory compliance
  • Oversee integrations with CRM, workforce management, analytics, recording, and AI platforms
  • Manage vendors, develop technical teams, and drive service improvements

Requirements

  • Bachelor's degree in IT, Computer Science, Engineering, Telecommunications, or a related field. Relevant technical certifications are also beneficial
  • 8 to 10 years of relevant contact centre, CCaaS, telephony, or voice infrastructure experience
  • 3 to 5 years of technical team leadership or people management experience
  • Hands-on experience with platforms such as Genesys Cloud, Amazon Connect, Five9, NICE CXone, Webex Contact Center, or similar
  • Strong dialer campaign management, SIP/VoIP, troubleshooting, and integration experience
  • Knowledge of contact centre KPIs, service delivery, security, and regulatory compliance
  • Strong stakeholder management, vendor management, and communication skills
  • Experience in BPO, financial services, healthcare, telecommunications, AI-enabled contact centres, or cloud migrations would be advantageous

Location and Work Arrangements: Based in Cape Town, this is a strictly office-based role involving shift work aligned with US time zones.

Desired Skills:

  • CCaaS
  • Voice Technology
  • Contact Centre Solutions
  • Dialer Management
  • SIP/VoIP
  • Genesys Cloud
  • Telephony Infrastructure

Desired Work Experience:

  • 5 to 10 years

Desired Qualification Level:

  • Degree

Apply Now

EQPlus

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About the agency

EQPlus is a Specialist IT & Financial Recruitment Consultancy with a team of highly experienced staff and shareholders, representative of South Africa's unique diversity. EQPlus is a Specialist Resourcing Services organization, specialising in the provision of contracting staff, permanent staff as well as Executive Search. We do IT your way. EQPlus is a leading provider of IT and Financial talent, on all levels of your business Founded in 1999, the dynamic team at EQPlus focusses on the following business units: EQ Resourcing EQPlus is able to supply top quality technical specialists in all technologies e.g. Mobile Technologies, Java, C#, SQL, Oracle, COBOL, Natural – all levels. EQ PLUS ensures that the candidate match the client’s skills requirement and the culture of the organisation. EQ Plus provides a personal service of exceptional value. EQ Professional Services EQPlus is highly experienced in the sourcing of Programme and Project Managers for short and long term positions, both local and internationally. Business Analysts/Business Process skills are also available with experience across multiple leading BA methodologies. EQ Staffing Solutions EQ Staffing solutions is designed to meet your needs, be it Teams, Fixed price or Executive search. Our offering includes bespoke application development skills across all the enterprise development platforms and technologies over the full lifecycle of a project. Why EQPLUS We have a track record of excellent service delivery on small and large scale recruitment projects. •Our team of inspirational bright minds enables us to provide business leadership in our field. •We provide Technology Expertise, using state of the art Recruitment Intellectual Property •We consistently provide quality candidates, at great value for money with passionate service delivery. •We serve clients and candidates spanning the technology and geographic landscape of South Africa. •We are a Total Talent Solution Centre of Excellence and have specialists that focus on the IT Industry. •We provide Executive Search appointments, Independent Contractors and Permanent Appointments including: oArchitects, oBusiness Analysts, oProject Managers, oAnalyst Programmers (Java, C#, PHP, Web Logic, SQL, Cobol, Universe, SAP, Oracle etc.) oNetwork Engineers (up to CCIE level). oMicrosoft Technology experts, oJava Application Development experts and oMobile Development experts. oFinancial Industry Professionals.

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