Senior Telecommunications Project Manager

2 weeks ago

Mysore, Karnataka, India beBeeEngineering Full time ₹ 12,00,000 - ₹ 15,00,000
Telephony Engineering Role

The demand for skilled professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success is high. We are looking for experts who can collaborate with senior management to develop and execute strategies that align with organizational goals.

This role involves establishing implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure. You will negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services. Additionally, you will develop disaster recovery plans and conduct testing to detect faults.

Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery are essential. A fair understanding of Network basics, additional certifications in voice/network stream would be beneficial.

Key responsibilities include designing, implementing, documenting, and managing projects. You will work closely with business units, IT departments, and external vendors to align telephony solutions with organizational goals.

You will 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. Excellent verbal and written English communication, interpersonal, and customer service skills are required.

Requirements:
  • Bachelor degree in Engg.
  • 3-8 years overall experience.
  • Must have exp 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 exp.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

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