
Senior Technology Operations Manager
1 week ago
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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