Telecom Solutions Expert

15 hours ago

Erode, Tamil Nadu, India beBeeTelecom Full time ₹ 12,00,000 - ₹ 20,00,000
Job Title: Telecom Solutions Expert

We are seeking a skilled professional to enhance customer interactions, streamline operations, and leverage technology to drive business success.

Key Responsibilities:
  • Develop and execute strategies that align with organizational goals in collaboration with senior management.
  • Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors 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 contact center technology on heterogeneous platforms.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with operational needs.
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.
Required Skills and Qualifications:
  • Bachelor degree in Engineering.
  • 3-8 years overall experience.
  • Must have experience 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.
  • Certifications in contact center management or NICE CXone platforms are advantageous.
About This Role:

This role requires strong technical expertise and excellent communication skills. The ideal candidate will be able to work effectively in a team environment and contribute to driving business success.

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