Senior Manager Global Contact Center Technology

1 week ago

Udaipur, Rajasthan, India beBeeTelecom Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Key Responsibilities:

  • Collaborate with senior management to develop strategies that align with organizational goals.
  • Establish implementation strategies 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.

This role is primarily responsible for designing, engineering, and operations of global contact center technology built on heterogeneous platforms.

Key Enablers:

  • Design, implement, document, project manage, and hand over projects to the technology team for business-as-usual support.
  • Strong operational experience in systems maintenance, licensing, configurations, and disaster recovery, SLA's management, vendor management, etc.
  • Fair understanding of network basics, additional certifications in voice/network stream would be beneficial.
  • Compliance and security related understanding with respect of voice devices and various platforms.

We are looking for professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success. A successful candidate should have Bachelor degree in Engineering, 10+ years' overall experience, good to have Contact Center domain exp., Project/Implementation experience is must, Good exp in team management, Certifications in contact center management or NICE CXone platforms are advantageous.

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