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Eqplus Technologies (Pty) Ltd is looking for a Cloud Contact Center Manager to lead contact centre technology, voice infrastructure and dialer operations in a large enterprise environment in Cape Town. This is a strictly office-based role involving shift work aligned with US time zones, and it suits a senior voice-technology leader with deep experience in cloud contact centre platforms.
About the company and the work
Eqplus Technologies (Pty) Ltd is a technology-driven employer with a team of 251 to 500 people. In this role, you would lead voice technology operations in Cape Town, improve platform performance and support customer engagement solutions across a large enterprise environment. The work spans cloud contact centre platforms, dialer campaigns, telephony infrastructure and integrations with CRM, workforce management, analytics, recording and AI tools.
Role details and duties
- 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
- A 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.
Where to find and apply safely
This opportunity is advertised by Eqplus Technologies (Pty) Ltd on PNet. Use the Apply button on this page to reach the original advert, and apply only through that official listing. A genuine recruiter will never ask you to pay a fee to be considered for a role. Note that the advert header lists the role as fixed term, while its details section describes a permanent, on-site role, so confirm the employment terms on the original advert before applying. The source states no salary amount, only that pay is monthly, so no salary figure is shown here.
Practical tips
- Highlight the CCaaS platforms you have run, such as Genesys Cloud, Amazon Connect, Five9, NICE CXone or Webex.
- Give examples of dialer campaigns you managed and the results they delivered.
- Show how you handled SIP/VoIP troubleshooting, carrier connectivity and telephony integrations.
- Mention cloud migrations or platform upgrades you led, and how you kept service levels stable.
- State your availability for office-based shift work aligned with US time zones.
How the process works
After you apply through the original PNet advert, Eqplus Technologies reviews your profile against what the enterprise environment needs for its voice technology operations. Suitable candidates are contacted for the next steps, which may include interviews covering platform experience, dialer operations and team leadership.
Important information
This post shares a job opportunity for information only. It is not a job offer, and the final decision on hiring rests with the employer. Always confirm the role details, including employment terms and working hours, on the original advert before applying.
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