Corecom Consulting
Contact Center Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Contact Centre Technology & AI Manager
Leeds (Hybrid)
Competitive Salary + Bonus (Upto £45,000)
We're looking for a Contact Centre Technology & AI Manager to take ownership of a large-scale customer contact environment, with a particular focus on telephony, dialler technology, customer routing and AI-driven customer engagement.
This role sits at the intersection of technology, operations and customer experience. You'll be responsible for ensuring the contact centre technology estate is fit for purpose today, whilst helping shape how AI and automation are used to improve customer outcomes in the future.
The Opportunity
A significant part of this role centres around owning and evolving the telephony environment. You'll be responsible for the platforms and technologies that underpin customer interactions, ensuring customers are routed effectively, agents have the right tools and the operation can scale efficiently.
Alongside this, you'll identify opportunities to introduce AI-powered solutions, automation and self-service capabilities to enhance both the customer and colleague experience.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Responsibilities
- Own the contact centre technology roadmap, with a strong focus on telephony and customer engagement platforms
- Manage and optimise telephony systems, diallers, IVRs, call routing and customer contact technologies
- Drive improvements in customer journeys through technology, automation and AI
- Identify opportunities to reduce friction, improve service levels and increase operational efficiency
- Work closely with operational leaders and stakeholders to understand business challenges and implement solutions
- Manage technology suppliers and platform vendors
- Lead and develop a small team
- Use customer and operational data to drive decision-making and platform improvements
What We're Looking For
- Strong experience managing enterprise telephony environments
- Experience with diallers, IVRs, call routing and contact centre platforms
- A background in Contact Centre Technology, Telephony Management or Customer Operations Technology
- Experience owning and improving customer contact platforms
- Exposure to AI, chatbots, voicebots or automation technologies
- Strong stakeholder management and leadership skills
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Nice to Have
- Amazon Connect, Genesys, NICE CXone, Five9 or similar platform experience
- Financial Services experience
- Workforce Optimisation exposure
- Customer journey and service improvement experience
Why Apply?
This is an opportunity to own a critical technology function within a business actively investing in both customer experience and AI. You'll have the chance to shape the future of the contact centre, influence technology strategy and drive meaningful change across customer operations.
If you've built, managed or transformed telephony and contact centre platforms and want to play a key role in AI adoption, this could be a fantastic next step.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location