Senior Manager

About the role

CCaaS Voice Senior Manager (with Dialer Experience) – 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.

What you'll do

• Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions
• 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

What you need

• 8–10 years in customer support & success
• CRM
• Telecom
• Escalation handling
• Data privacy
• Problem solving
• B.Tech or B.E. or B.Sc or BCA

Good to have

• AWS