HEAD OF CALL CENTER TECHNOLOGY (GENESYS)

CLEVR is a game-changer in the Philippine executive search industry. Our services include EXEC+TECH SEARCHES and C-LEVEL SUCCESSION . We are looking for sustainable talents that make quality leaders. Get in touch and explore possible opportunities with our career consultants—let's make progressive changes together! One of our client is looking for: 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: [email protected]