Contact Centre Platforms Manager (IT)

We’re looking for a Contact Centre Platforms Manager (IT) 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 analyt...