Sr Manager - Customer Interaction Suite

Job Summary

Broad Outline of the Role The Senior Manager will be responsible for leading operations, service assurance, project implementation, and lifecycle management of enterprise Contact Center platforms, including CCaaS, recording solutions, network infrastructure, voice services, cloud environments, and security components. The role requires a strong Network and Voice professional who has successfully managed Contact Center solutions such as NICE CXone, NICE Recording, Verint Recording, AWS Connect, SIP/Voice infrastructure, and associated security platforms. The incumbent will drive operational excellence, platform availability, customer experience, service transformation, vendor governance, and continuous improvement initiatives. This role will act as the bridge between Network, Voice, Cloud, Security, Product, Engineering, and Customer Operations teams to ensure seamless delivery and support of mission-critical contact center services for global customers. The position has significant impact on service reliability, customer satisfaction, revenue realization, operational efficiency, and business growth.

Minimum Qualifications

Bachelor's Degree in Engineering, Telecommunications, Computer Science, Information Technology, or related discipline.

10-15 years of relevant experience in Contact Center, Voice, Network Operations, and Customer Experience technologies.

Minimum 5 years of experience leading large operational and technical teams.

Proven experience managing enterprise Contact Center and CCaaS platforms.

Preferred Technical Expertise

Contact Center Platforms: NICE CXone, Amazon Connect, Genesys Cloud, Cisco Contact Center

Recording Platforms: NICE Recording, Verint Recording, Compliance Recording Solutions

Voice and Screen Recording Platforms

Network Voice Technologies: SIP Trunking, SBC (Session Border Controllers), Voice Gateways

Networking/Infrastructure: MPLS, SD-WAN, VPN, LAN/WAN, Routing Switching

Cloud Infrastructure: AWS, Azure (preferred)

Cloud Networking

High Availability Architecture

Disaster Recovery

Security: Network Security, Firewalls, DDoS Mitigation, Compliance and Information Security Controls

Other Knowledge Skills

Strong understanding of CCaaS architecture and ecosystem.

Deep knowledge of Voice, SIP, Recording, and Compliance solutions.

Customer experience management and service assurance.

Vendor management and strategic partner governance.

Incident, Problem, Change, and Capacity Management.

Program and Project Management.

Financial management and operational cost optimization.

Risk and Compliance Management.

Stakeholder management and executive communication.

Strong analytical and troubleshooting skills.

Key Responsibilities

Contact Center Platform Leadership: Own end-to-end operations and service delivery of Contact Center and CCaaS platforms.

Drive platform availability, scalability, reliability, and security.

Lead transformation initiatives across NICE CXone, AWS Connect, Recording, Voice, and Digital Contact Center solutions.

Define operational strategy and technology roadmap for Contact Center platforms.

Network Voice Operations: Lead Network, Voice, SBC, SIP, and Contact Center operations teams.

Ensure achievement of SLA, availability, and customer experience goals.

Drive root cause analysis and permanent corrective actions for recurring incidents.

Provide technical leadership during major incidents and customer escalations.

Recording Compliance Management: Manage NICE and Verint recording platforms ensuring regulatory and contractual compliance.

Govern retention, recording, archival, and retrieval processes.

Ensure compliance with customer, industry, and legal requirements.

Cloud Security Governance: Lead cloud operations for AWS-based Contact Center environments.

Drive security compliance, vulnerability management, and platform hardening initiatives.

Ensure adherence to company security standards and industry regulations.

Service Assurance Customer Experience: Improve customer experience through proactive monitoring and operational excellence.

Manage critical customer escalations and executive-level communications.

Collaborate with Product, Engineering, Delivery, and Customer Success teams.

Drive migrations, upgrades, onboarding, and integration initiatives.

Vendor Partner Management: Manage OEM and strategic partners including NICE, Verint, AWS, Cisco, Five9 and associated service providers.

Conduct regular service reviews and governance forums.

Team Leadership: Lead and mentor large multi-functional teams operating in a 24x7 environment.

Success Metrics

Platform Availability and SLA Achievement

Customer Satisfaction (CSAT/NPS)

Mean Time to Restore (MTTR)

Major Incident Reduction

Voice Recording Platform Stability

Successful Delivery of Transformation Programs

Operational Cost Optimization

Compliance and Audit Readiness

Employee Engagement and Retention

Revenue Realization and Service Adoption

Ideal Candidate Profile

A seasoned Network Voice professional who has evolved into Contact Center and CCaaS leadership, with hands-on expertise in NICE CXone, NICE/Verint Recording, AWS Contact Center technologies, SIP/SBC infrastructure, and Security Operations, capable of managing both technology and business outcomes for large-scale global customer environments.