Job Description

We’re looking for a Contact Centre Platforms Manager to lead the strategy, performance and continuous improvement of our contact centre technology landscape.

This is a key role responsible for ensuring our contact centre platforms are stable, secure and fit for purpose, while supporting strong customer and operational outcomes.

You’ll partner closely with Operations, Customer Service and Technology leaders to translate business needs into practical, future-ready platform capabilities.

What you’ll be doing

• Own the day-to-day performance, availability and stability of contact centre platforms (CCaaS, telephony, diallers, IVR and integrations)
• Lead incident, problem and change management in line with service levels and best practice
• Oversee and optimise CCaaS platforms (e.g. Genesys), including queues, routing, IVRs and dialler strategies
• Drive the platform roadmap, including AI, automation and analytics initiatives
• Ensure strong integration across CRM, WFM, reporting and data systems
• Manage vendors and service partners, including performance, contracts and commercial outcomes
• Own platform operating and project budgets, including cost optimisation opportunities
• Lead and develop a team of platform engineers and administrators
• Work closely with stakeholders to improve customer and agent experience through technology

What you’ll bring

• 8+ years’ experience across contact centre, telephony or CCaaS platforms
• Proven leadership experience managing teams and vendors
• Strong background in CCaaS platforms such as Genesys, NICE CXone, Amazon Connect, Five9 or similar
• Experience delivering platform implementations, migrations or transformation projects
• Solid understanding of telephony, IVR, routing, WFM, QA and analytics
• Strong stakeholder management skills with the ability to translate technical concepts into business outcomes
• Commercial mindset with experience managing budgets and vendor negotiations
• Exposure to regulated environments (highly regarded)

Why join Symbos

At Symbos, we’re building connected customer experiences powered by technology, data and people

You’ll be part of a team that values practical thinking, collaboration and continuous improvement, with the opportunity to shape the future of our contact centre platforms as we scale.

Apply now

If you’re a hands-on platform leader who enjoys balancing strategy with delivery, we’d love to hear from you.