Cloud-Based Contact Center Solutions Expert

21 hours ago

Rajahmundry, Andhra Pradesh, India beBeeTelecom Full time ₹ 12,00,000 - ₹ 25,00,000
Telecom Engineer Job Description

We are seeking a skilled Telecom Engineer with expertise in cloud-based contact center solutions to enhance customer interactions, streamline operations, and drive business success.

This role is primarily responsible for designing, engineering, and operating global Contact Center technologies built on heterogeneous platforms consisting of Cloud Contact Center solutions like NICE InContact, Genesis, Amazon Connect, and Audio Codes.

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

Key Responsibilities:

  • 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.
  • Provide subject matter expertise and guidance on best practices.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business objectives.

Requirements:

  • Bachelor's degree in Engineering.
  • 3-8 years of overall experience.
  • Must have experience in NICE InContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

What We Offer:

  • A dynamic work environment with opportunities for growth and development.
  • A competitive salary and benefits package.
  • The chance to work with a talented team of professionals.

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