Omni-Channel Communications Manager

4 days ago

Makati City, National Capital Region, Philippines Relay Human Cloud Full time ₱1,500,000 - ₱3,000,000 per year

We are seeking a skilled and versatile
Omni-Channel Communications & Unified Communications Manager
to own and lead the operation of our enterprise-wide communications platforms. The successful candidate will manage
any UC or Contact Center technology deployed
, integrate messaging and CRM solutions, and align with department stakeholders to support efficient and compliant communication workflows. This role will
initially report to the CTO
and work in close partnership with
Network Services
, with a potential shift in reporting structure as the role matures.

Duties & Responsibilities

  • Collaborate with business leaders to identify and implement process improvement initiatives
  • Leverage Artificial Intelligence (AI) to design and automate workflows across the Omni-Channel platform
  • Own and manage
    omni-channel and UC platforms
    , including 8x8, Cisco, or future solutions
  • Integrate
    SMS
    ,
    WhatsApp
    , and other channels with CRM and internal systems
  • Partner with
    Network Services
    on telephony, infrastructure, and service delivery
  • Coordinate cross-functionally with Inside Sales, HR, Reception, and Executives
  • Train users, develop SOPs, and drive adoption of communication tools
  • Monitor performance metrics and optimize system efficiency
  • Ensure compliance with security and privacy regulations
  • Represent the organization in vendor communications and escalations
  • Build and maintain
    Power BI reports and dashboards
    with
    API-driven data sources
    to support analytics and decision-making
  • Willingness to work
    onsite
    and on a
    fixed night shift
    (9PM-6AM PH time)

Education & Training

  • Bachelor's degree in
    IT
    ,
    Communications
    , or
    related field
  • Preferred certifications:
    CCaaS/UCaaS
    ,
    ITIL
    ,
    PMP
    ,
    Cisco Collaboration

Knowledge & Skills

  • Experience managing
    UC and Contact Center platforms
    (e.g., 8x8, Cisco, MS Teams)
  • Strong understanding of
    omni-channel messaging
    and CRM integrations
  • Proven ability to work cross-functionally and with global teams
  • Strong communication, training, and documentation skills
  • Familiarity with
    compliance frameworks
    and secure communications
  • Proficiency in
    Power BI
    and
    API integrations
    for reporting and analytics

Why Join Us?

Competitive salary & benefits

Dynamic and collaborative work environment

Growth opportunities in a fast-paced organization

Exposure to global operations and stakeholders

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