Senior Telecommunications Operations Specialist

1 day ago

Davangere, Karnataka, India beBeeTelecom Full time ₹ 12,50,000 - ₹ 23,45,678
Telecom Operations Manager

We are seeking an experienced Telecom Operations Manager to oversee the delivery of high-quality contact center solutions. The ideal candidate will have expertise in cloud-based contact center platforms, particularly NICE inContact and Amazon Connect.

Key Responsibilities:

  • Analyze organizational goals and develop strategies to ensure alignment with senior management.
  • Evaluate implementation strategy and metrics-driven processes to guarantee quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • Design, engineer, and operate global supernets of contact center technology built on heterogeneous platforms consisting of cloud contact centers like Nice InContact, Genesis, Amazon Connect, and AudioCodes.
  • Collaborate with business units, IT departments, and external vendors to align telephony solutions with organizational objectives.
  • Provide subject matter expertise and guidance on best practices for routing & workflow optimization, system implementation & integration, and incident response.

Requirements:

  • Bachelor's degree in Engineering or related field.
  • 10+ years' overall experience in the Contact Center domain.
  • Project/implementation experience is mandatory.
  • Good experience in team management.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

Preferred Qualifications:

  • Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Fair understanding of network basics, additional certifications in voice/network streams would be beneficial.
  • Compliance and security-related understanding with respect to voice devices and various platforms.
  • Forward-looking and good industry trends and forthcoming technologies in the voice arena.
  • Strong experience with structured enterprise architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.
  • Ability to work effectively on multiple projects at a time.

This role requires excellent verbal and written English communication, interpersonal, and customer service skills. We maintain a non-discriminatory environment free from intimidation, harassment, or bias based on age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status.

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