Telephony Manager

5 days ago

Ahmedabad, Gujarat, India beBeeTelephony Full time ₹ 40,00,000 - ₹ 50,00,000
Job Overview

The demand for skilled Telephony Professionals, particularly those with expertise in cloud-based contact center solutions, is on the rise. We are seeking professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

This role requires strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc. Compliance and security related understanding with respect of voice devices & various platforms.

We are looking for an experienced professional to join our team as a Telephony Manager. The ideal candidate will have a proven track record of leading teams and implementing strategies that drive business growth.

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, Engineering and operations of Global Supper of Contact Center Technology built on heterogeneous platforms, including Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business needs.
  • Provide subject matter expertise and guidance on best practices.
  • Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • Continuously assess and refine workflows to enhance customer experience and operational efficiency.
  • System Implementation & Integration: Lead the deployment and integration of NICE inContact CXone solutions, including voice, chat, email, and SMS channels.
  • Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly.
Requirements
  • Bachelor degree in Engg.
  • 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.

Benefits: As a Telephony Manager, you will have the opportunity to work with cutting-edge technology and collaborate with a talented team of professionals. You will also receive competitive compensation and benefits package.

About Us: We are a leading provider of telephony solutions, dedicated to helping businesses achieve their goals through innovative technology and expert support.

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