Technology · IT Technology Operations
Head of Call Center Technologies
Keep every call connected.
Own the call center platforms behind customer conversations at scale — telephony, dialers, IVR and the integrations around them — and lead the engineers who keep them reliable.
- Function
- Technology · IT Tech Ops
- Reports to
- CIO / CTO
- You lead
- 10–20 engineers and managers
- Location
- Metro Manila, Philippines
The mission
The Head of Call Center Technology sets the strategic direction and takes end-to-end ownership of call center platforms — applications, telephony, and the related integrations and infrastructure. You lead the team and are accountable for planning, implementing and running call center technologies, voice and multi-channel interactions, the infrastructure underneath and the integrations around them, so they stay fit for business use, highly available, secure and cost effective.
What you’ll own
01
Make it reliable and resilient
- Lead reliability across call center applications, telephony, integrations and underlying infrastructure
- Drive proactive monitoring, rapid recovery and full system visibility
- Ensure resilient architecture and data-driven release decisions
02
Modernise and migrate
- Lead platform modernisation and migration to target solutions, for example on-premise to cloud
- Ensure a smooth transition from legacy systems with minimal disruption
- Drive adoption of scalable, future-ready technologies
03
Automate and engineer
- Eliminate manual effort through automation and process optimisation
- Accelerate delivery through automated pipelines and tooling
04
Deliver initiatives
- Lead the execution of business and technology initiatives
- Drive continuous improvement, innovation and transformation
05
Own the economics
- Manage total cost of ownership, budgets and financial performance
- Drive optimisation of OPEX and CAPEX
06
Protect and recover
- Ensure compliance with IT, regulatory and security standards, including on-time patching
- Oversee business continuity and disaster recovery
07
Build the team
- Manage attrition, retention and workforce stability
- Drive upskilling and retooling aligned to modernisation needs
- Build a culture of competence, accountability and continuous improvement
How success is measured
Business uptime for call center technologiesLatency, error rates and quality in line with targetsSLA achievementInitiative delivery rate and qualityHigher system reliability and resiliencyEfficiency through automationBudget control and cost savingsNo critical governance or security incident, no overdue actions, no patching outside SLAAttrition, upskilling, engagement and succession
Who we’re looking for
Need to have
- Bachelor’s degree in Information Technology, Computer Science, Engineering or a related discipline
- 12–15+ years in IT, including 5–7+ years in leadership roles focused on call center technologies or customer engagement platforms
- Proven leadership of end-to-end call center platforms: telephony (PBX / SIP / VoIP), dialers (outbound, collections, campaigns), integrations to core systems (loan systems, CRM, collections, multi-channel operations, APIs), call recording, IVR and routing
- Experience running high-volume, business-critical call center operations: 100K+ attempted calls a day, ideally around 1M a day, with real-time operations and strict availability and performance SLAs, supporting collections, customer service or sales
- Strong on-premise experience (primary) with exposure to hybrid setups, supporting 50–100+ VMs (preferably 100+) across telephony, application and integration layers
- Demonstrated ownership of platform availability, incident management and recovery (MTTR), capacity planning for peak campaigns and traffic spikes, and integration stability across multiple systems
- People leadership of 10+ engineers — VoIP engineers, call center engineers, system administrators — and of cross-functional teams covering both build and run
- A strong technical foundation: software engineering (application and integration layer), infrastructure (system administration, servers, basic networking) and real-time, latency-sensitive systems
Nice to have
- Leading call center platform modernisation or migration: on-prem to cloud contact center platforms, legacy dialer or telephony replacement
- Genesys on-premise solutions
- Exposure to cloud contact center solutions (e.g. Genesys Cloud, Amazon Connect, NICE)
- Voicebots, conversational AI or IVR automation
- Workforce management (WFM), scheduling and productivity optimisation tools
- Campaign management systems (collections, outbound dialing optimisation), real-time monitoring dashboards and call analytics
- Managing vendors, platform providers and SaaS partners for call center systems
- International experience
You are…
A technologist who loves to keep learningExperiments and innovates, balanced with sensible risk-takingSharp analytical and problem-solving skillsStrong team leadership, communication and interpersonal skillsStrong stakeholder managementStrong controls mindset
Who you’ll work with
Inside the company
- Relevant ExCo members
- Senior leaders and managers of the departments you serve
- Peers in Architecture, Infrastructure, Operations and Development, to drive an SRE culture
- End-users, to understand how reliable the services really are
Outside the company
- Strategic vendors and partners
- Technologists at non-competing companies, on emerging trends and best practices
You lead 10–20 direct reports — including the Genesys, Telco, Systems Administration and Database Administration managers, plus other roles as needed — and report to the CIO/CTO.
We don’t publish salary or benefits figures here on purpose — the full package (pay, relocation support, benefits) is best explained honestly, in context, on a call.