HEAD OF CALL CENTER TECHNOLOGY (GENESYS)

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HEAD OF CALL CENTER TECHNOLOGY (GENESYS)

Role Overview

The Head of Call Center Technology owns the strategic direction and end-to-end management of call center platforms, including applications, telephony, integrations, and underlying infrastructure. This role leads a technical team and is accountable for ensuring all call center technologies are reliable, secure, cost-effective, and fit for business use across high-volume, real-time operations.

Key Responsibilities

· Lead reliability and resilience across call center applications, telephony, integrations, and infrastructure.

· Drive platform modernization and migration (e.g., on-premise to cloud) with minimal business disruption.

· Champion automation and engineering excellence to eliminate manual effort and accelerate delivery.

· Lead execution of business and technology initiatives, driving continuous improvement and innovation.

· Manage total cost of ownership (TCO), budgets, and OPEX/CAPEX optimization.

· Ensure compliance with IT, security, and regulatory standards, including business continuity and disaster recovery.

· Manage staff retention, upskilling, and team capability across a team of 10–20 direct reports.

Qualifications

· Bachelor's degree in IT, Computer Science, Engineering, or related field.

· 12–15+ years of IT experience, with 5–7 years in leadership roles focused on call center technologies or customer engagement platforms.

· Proven experience managing telephony (PBX/SIP/VoIP), dialers, IVR, call recording, and routing systems.

· Experience with high-volume, business-critical call center operations (100K+ calls/day, ideally ~1M/day scale).

· Strong experience in on-premise environments (50–100+ VMs) with exposure to hybrid/cloud setups.

· Proven people leadership managing 10+ engineers (VOIP, Call Center, Sys Admin).

· Strong hands-on and leadership experience with Genesys contact center platforms, ideally covering both on-premise and Genesys Cloud environments, including migration/modernization experience.

Additional Information:

Hybrid work schedule based in BGC, Taguig.


Interested candidates may send their profiles directly to:

apryllgracelucilo@clevrph.com