Job highlights

- Own the enterprise Contact Center technology vision,target architecture and multi-year roadmap aligned with customer experience,operations and business priorities
- Bachelor s degree in engineering,Technology,Computer Science or a related discipline
- A postgraduate qualification in technology or management is preferred

Key Responsibilities

1. Platform Strategy, Architecture & Ownership

Own the enterprise Contact Center technology vision, target architecture and multi-year roadmap aligned with customer experience, operations and business priorities. Provide end-to-end ownership across CRM, dialer, IVR, ACD, CTI, recording, workforce integrations, digital channels and omnichannel capabilities.

Chair architecture and design reviews; evaluate solution options, technical debt, interoperability, scalability, resilience, security and total cost of ownership.

Define platform standards, reference architecture, lifecycle plans and technology guardrails across on-premise, cloud and SaaS environments.

Identify practical opportunities involving conversational AI, voice bots, chatbots, analytics, automation and workforce optimization.

1. Transformation & Migration

Lead Contact Center modernization, including on-premise-to-SaaS/CCaaS migration and digital/omnichannel enablement. Own technical planning for discovery, solution design, integration, testing, capacity validation, cutover, rollback, rollout, transition and stabilization.

Ensure transformation decisions address business continuity, customer journeys, regulatory obligations, security controls, operational support and exit considerations.

Coordinate delivery across Business, Customer Service, Operations, Digital, Infrastructure, Network, Cloud, Security, Enterprise Architecture and partners.

1. Service Reliability & Operations

Govern 24x7 Contact Center technology operations and establish clear service ownership across internal teams, managed service providers, OEMs, telecom operators and system integrators. Drive service availability, voice quality, platform performance, capacity, observability, incident response, problem management and operational hygiene.

Lead major incident governance for critical services, ensuring rapid restoration, evidence-based RCA, corrective actions and prevention of recurrence.

Establish monitoring and service dashboards using logs, alarms, event correlation, synthetic checks, transaction monitoring and platform analytics.

Govern release, change, configuration, patch, certificate, license, asset and technology lifecycle management.

1. Infrastructure, Network, Telephony & Integration Governance

Oversee cloud infrastructure, network, firewall, SBC, SIP trunks, PRI/voice circuits, carrier connectivity, routing, bandwidth, latency and scalability dependencies. Ensure resilient connectivity across Contact Centers, branches, partners, cloud platforms and data centers.

Govern APIs, CTI, CRM and third-party integrations, including interface availability, error handling, monitoring, dependency mapping and change impact assessment.

Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications, and VPN operating environments supporting multiple Onprim & Cloud Datacentres as well as a mobile workforce

Lead capacity forecasting and performance engineering for seasonal events, campaigns, peak volumes and business growth.

1. Network Operations

Provides technical leadership and expertise across LAN, WLAN, WAN, Unified Communications,



and VPN operating environments supporting multiple Onprim & Cloud Datacentres as well as a mobile workforce Govern the day-to-day workload and priorities of existing and new tasks, requests, and projects against available resources and expected service level agreements

Develop wireless performance data, metrics, algorithms, and reports to measure and track client, exhibitor, attendee, and staff wireless experiences against service standards.

Continuously assess, test, improve and document 24x7 monitoring network and security infrastructure including alarming, logs, and event management.

Develop Network usage and security policy and maintain ongoing assessment of security environment and recommend solutions for safeguarding the internal and external networks

Provide network design, security analysis/design, and implementation, definition, and coordination of standards, project management, and technology research

Keep abreast of emerging network and communications infrastructure technologies applicable to the organization and remain highly technically competent

1. Resilience, Security, Risk & Compliance

Own technology resilience requirements covering high availability, failover, DR/BCP, backup, recovery, RTO/RPO validation and periodic testing. Ensure appropriate security controls for identity and access, privileged access, data protection, encryption, vulnerability management, logging, monitoring and secure integrations.

Govern call recording, retention, audit trails and evidence availability in line with applicable organizational, statutory and regulatory requirements.

Partner with Information Security, Risk, Compliance, Legal, Privacy and Audit teams to assess risks, close observations and maintain control readiness.

Maintain current architecture, asset, dependency, risk, SOP, runbook and recovery documentation.

1. Vendor, Commercial & Stakeholder Management

Own governance with OEMs, CCaaS providers, telecom carriers, managed service providers and system integrators. Define and govern contractual SLAs, KPIs, service credits, support models, escalation paths, capacity commitments and delivery obligations.

Hold partners accountable for end-to-end outcomes rather than component-level performance; drive recovery and corrective action during service degradation.

Support RFPs, technical evaluations, commercials, contract renewals, license optimization, benchmarking and investment proposals.

Provide transparent management reporting on service health, risks, transformation progressand benefits realization.

1. Leadership & Governance

Build an accountable operating model across platform, infrastructure, operations and partner teams with clear RACI and decision rights. Lead, coach and develop technical teams and create succession and skill-development plans for critical capabilities.

Run periodic service, architecture, risk, capacity, security and transformation governance forums.

Promote a customer-first, ownership-led culture focused on reliability, simplification, automation and measurable outcomes.

Desired qualification and experience

15+ years of relevant experience across Contact Center technology, telephony, enterprise infrastructure,



Network Operations, platform operations or technology transformation.

At least 7 years in a leadership role with end-to-end accountability for large-scale Contact Center platforms and operations, preferably in BFSI, insurance, telecom or a large B2C environment.

Demonstrated experience managing multi-location, multi-partner Contact Center environments supporting large agent populations and business-critical customer journeys.

Strong implementation and/or operations experience with Genesys and/or Cisco Contact Center platforms, including UCCE/UCCX or comparable enterprise platforms.

In-depth and substantive knowledge and experience in networking, security, and telecommunications infrastructure; maintenance procedures and equipment analysis; LAN/WAN/WLAN/VoIP using diverse transport protocols over copper, fiber optics, and wireless infrastructures; proven comprehensive knowledge of network and IT telecommunications concepts, principles, applications, system management, and design

Proven leadership of Contact Center migration or modernization programs, preferably involving SaaS/CCaaS, cloud and omnichannel capabilities.

Bachelor s degree in engineering, Technology, Computer Science or a related discipline. A postgraduate qualification in technology or management is preferred.

Relevant certifications in Contact Center platforms, cloud, networking, architecture, IT service management, security or program management are desirable.

Technical & Domain Expertise

Contact Center: CCaaS, CRM, dialler, IVR, ACD, CTI, recording, WFM integrations, quality management and omnichannel.

Voice & network: SIP, SBC, PRI, voice gateways, carriers, routing, QoS, firewall, WAN/connectivity and voice-quality troubleshooting.

Good knowledge of all aspects of wired and wireless networks, network protocols (including TCP/IP, DNS & DHCP), network installation, configuration and performance, and remote access technologies

Architecture & integration: APIs, middleware, third-party integrations, cloud patterns, scalability, observability and dependency management.

Operations: ITIL-based incident, problem, change, release, configuration, capacity, availability and service-level management.

Resilience: HA, DR/BCP, backup, failover, RTO/RPO, recovery testing and operational runbooks.

Security & compliance: IAM/PAM, encryption, vulnerability management, logging, monitoring, data protection, recording and retention governance.

Commercial governance: RFPs, technical evaluation, contracts, licensing, SLA/KPI design, service credits and vendor escalation.

Leadership Competencies

Enterprise and systems thinking with the ability to connect platform decisions to customer, operational, risk and financial outcomes.

Strong ownership and decision-making under pressure, with disciplined communication during major incidents and transformation events.

Ability to influence senior stakeholders and align teams without relying solely on line authority.

Commercial acumen, negotiation capability and disciplined partner accountability.

Clear written and verbal communication, including executive-level reporting and governance.

Ability to build teams, develop capability and create a culture of collaboration, reliability and continuous improvement.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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