Senior Technology Operations Manager

1 week ago

Rajahmundry, Andhra Pradesh, India beBeeTelecomManager Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Overview

The Assistant Manager Telecom role involves leading the design, implementation, and operation of global contact center technology. This includes cloud-based solutions such as NICE inContact, Genesis, and Amazon Connect.

Key Responsibilities:

  • Collaborate with senior management to develop and execute strategies that align with organizational objectives.
  • Establish an 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 needs and translate them into technical requirements.

Technical Requirements:

  • Strong knowledge of cloud-based contact center solutions.
  • Experience with NICE inContact CXone platforms.
  • Ability to design and implement skills-based routing strategies.
  • Knowledge of call flows, IVR systems, and backend integrations using API.

Essential Experience:

  • Bachelor degree in Engineering.
  • 10+ years' overall experience.
  • Good to have Contact Center domain experience.
  • Project / Implementation experience is a must.
  • Good experience in team management.

Enablers:

  • Has to play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology team for business-as-usual support.
  • Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc.
  • Should have fair understanding of Network basics, additional certifications in voice/network stream would be beneficial.
  • Compliance and security related understanding with respect of voice devices & various platforms.

Skills:

  • Excellent verbal and written English communication, interpersonal and customer service skills.
  • 24/7 availability for remote support also apart from regular office hours.
  • Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards.

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