Role: Contact Centre Systems Manager
Advertised by: Black & White Recruitment
Location: UK Hybrid (Multi-Site Travel Required)
Salary: £55k - £60k + Bonus & Benefits
Are you a systems-focused Contact Centre professional who thrives on optimising performance, improving resilience, and driving operational efficiency through technology?
This is a forward-thinking, customer-focused organisation undergoing significant transformation, with a strong investment in technology and contact centre capability. They are looking for a Contact Centre Systems Manager to play a pivotal role in enhancing platform performance, driving innovation, and ensuring their systems evolve to support both operational excellence and an outstanding customer experience.
Job Summary
As Contact Centre Systems Manager, you will take ownership of the performance, configuration, and ongoing development of contact centre systems. You will be responsible for ensuring operational continuity, managing incidents end-to-end, and leading system improvements that enhance both customer experience and business efficiency. Working across multiple teams, you will play a key role in maintaining system resilience while supporting transformation and change initiatives.
Your Role
You will act as the key link between operations, technology, and transformation teams, ensuring systems are aligned with business objectives and performing optimally. Taking ownership of incident management, you will lead resolution processes from identification through to root cause analysis and continuous improvement, minimising disruption to the operation.
You will oversee system changes, upgrades, and configurations, ensuring they are delivered with minimal impact to service while maintaining compliance and security standards. Alongside this, you will contribute to ongoing transformation initiatives, supporting the design and optimisation of contact centre technologies including telephony and digital channels. You will also drive opportunities for automation and efficiency, using system data and performance insights to influence decision-making and improve operational outcomes.
About You
You are an experienced contact centre systems professional with a strong understanding of how technology underpins operational performance. You bring a proactive, solutions-focused mindset and are confident managing system incidents, changes, and improvements in a fast-paced environment. With excellent stakeholder management skills, you are comfortable working across technical and non-technical teams, translating requirements and ensuring alignment. You have a strong appreciation for system resilience, governance, and continuous improvement, and are passionate about using technology to enhance customer experience and operational efficiency.
Some Bullet Points About You
- Strong understanding of contact centre environments, including telephony and digital channels
- Experience managing system incidents, including root cause analysis and resolution
- Proven experience overseeing system changes, upgrades, and configurations
- Knowledge of business continuity planning and system resilience
- Experience working with contact centre platforms (e.g. Genesys, Salesforce, Verint or similar)
- Ability to identify opportunities for automation and process improvement
- Strong stakeholder management skills across operations, IT, and leadership
- Data-driven mindset with the ability to interpret system performance metrics
How to Apply
If you’re looking for an opportunity to take ownership of critical contact centre systems and play a key role in driving operational performance and transformation, we’d love to hear from you. Apply today or get in touch for a confidential discussion about this opportunity with My Client. Email: john@blackwhiterec.com