Senior Telecom Infrastructure Engineer
4 days ago
The demand for skilled Telephony Engineers is increasing, particularly those with expertise in cloud-based contact center solutions like NICE inContact, Genesis, or Amazon Connect.
Key Responsibilities:- Collaborate with senior management to develop and execute strategies that align with organizational goals.
- Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
- Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
- Develop disaster recovery plans and conduct testing to detect faults.
- Engage with clients to understand their business objectives and translate them into technical requirements.
- Design, engineer, and operate global contact center technologies built on heterogeneous platforms, including Nice InContact, Genesis, Amazon Connect, and Audio Codes.
- Work closely with business units, IT departments, and external vendors to align telephony solutions with organizational goals.
- Provide subject matter expertise and guidance on best practices.
- Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
- Bachelor's degree in Engineering.
- 3-8 years of overall experience.
- Must have experience in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
- Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API.
- Good to have Contact Center domain experience.
- Certifications in contact center management or NICE CXone platforms are advantageous.
As a strong team player, you will lead from the front in setting up an appropriate learning environment for development and work effectively on multiple projects at a time. You must have excellent verbal and written English communication, interpersonal, and customer service skills.
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