CcaaS Manager

Job Title: CcaaS Manager

Location: Bristol - Hybrid

Salary: TBC

About the Role

We are seeking a CcaaS Manager to lead an experienced team of voice engineers. The ideal candidate will take responsibility of the cloud contact centre platforms, to help us deliver the best customer experience possible. This person will manage our telephony infrastructure, support day to day operations, oversee the performance and optimisation of our platforms and help shape the future of how we connect with our customers and teams.

Key Responsibilities

Oversee the management, administration and optimisation of Ccaas, Uccas and call recording platforms (such as Nice Cxone, Genesys Cloud, Five9, Nice Engage, Verint, Gamma Horizon, Cisco Webex, Microsoft Teams Voice and Twilio or similar).

Lead, mentor and motivate the telephony support team to deliver prompt and reliable service in line with organisational SLAs.

Manage relationships with vendors and service providers, ensuring SLAs are met via regular touch points, weekly calls and monthly Service Review meetings.

Support and collaborate with internal stakeholders and external clients with best practice, technical solutions and regulatory requirements.

Support the Compliance, Risk and Security team with internal and external audits regarding evidence, vulnerability and remediation management for audit readiness. ISO 27001, PCI DSS, Cyber Essentials, GDPR. Lead, own and contribute towards CE/CE+ audits and certification.

Provide hands-on technical support for call routing, IVR, and setups in relation to new and existing client base.

Oversee troubleshooting and incident response to resolve complex telephony issues to minimize downtime.

Provide continuous cost governance and optimisation of voice infrastructure and licensing to ensure right sizing of services.

Qualifications

5+ years of experience in telephony support or a similar technical role.

Obtain SC/CTC clearance.

Certification in CCaaS or contact centre platforms – preferred. xekaoyc

Strong knowledge of networking, VoIP systems, SIP trunking, PBX, and cloud telephony platforms.

Must have hands on experience administering and supporting both on-prem legacy and cloud-based