Customer Experience Manager

2 days ago

Noida, Uttar Pradesh, India beBeeOperations Full time ₹ 1,71,48,000 - ₹ 2,13,05,000
Lead Contact Center Operations

Job Description:

This is a high-level management position responsible for overseeing the delivery of contact center solutions.

The successful candidate will be expected to lead cross-functional teams and drive process improvements to enhance productivity and service quality.

They will also be responsible for managing operational escalations, ensuring compliance with SLA/KPI metrics, and providing leadership during critical incident response.

  • Own overall contact center operations, including IVR applications, agent desktop tools, routing workflows, and reporting platforms.
  • Manage project timelines, resource allocation, and risk mitigation strategies.
  • Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
  • Oversee project documentation, status reporting, and stakeholder updates.
  • Guide IVR design and development efforts in collaboration with architects and developers.
  • Review and approve technical designs, call flows, and integrations with backend systems.

Required Skills & Experience:

The ideal candidate will have proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.

  • Strong understanding of IVR platforms, including Cisco CVP, Genesys, Avaya, and AWS Connect Lex.
  • Hands-on or prior experience in IVR/Call Flow development, using VXML, Java, JavaScript, and XML.
  • Sound knowledge of Contact Center technologies, including Cisco UCCE/UCCX, Finesse, CUCM, SIP, and CTI integrations.
  • Experience with Agile and Waterfall project management methodologies.
  • Proficiency in project tools, such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills:

PMP or PRINCE2 certification is a plus. ITIL certification or strong understanding of ITIL processes is also desirable.

Soft Skills:

Excellent communication, interpersonal, and stakeholder management skills are essential for this role.

Strong analytical, decision-making, and problem-solving capabilities are also required.

The successful candidate must be able to handle pressure, manage priorities, and deliver outcomes on time.

Leadership presence with a customer-first mindset is crucial for success in this position.

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