Cloud Telephony Specialist

2 weeks ago

Thāne, Maharashtra, India beBeeTelephony Full time ₹ 90,00,000 - ₹ 1,50,00,000

The demand for skilled Cloud Telephony Engineers is on the rise due to advancements in contact center solutions.

As a key member of our team, you will play a pivotal role in enhancing customer interactions, streamlining operations, and leveraging technology to drive business success.

  • 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.
  • Design, engineer, and operate Global Contact Center Technology built on heterogeneous platforms consisting of Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with operational goals
  • Provide subject matter expertise and guidance on best practices. 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

Key Qualifications:

  • Bachelor's degree in Engineering or relevant field.
  • 3-8 years of 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.
  • Good to have Contact Center domain experience.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

Responsibilities include but not limited to:

  • Project planning, coordination, and execution.
  • Documentation and knowledge sharing.
  • Team leadership and development.
  • Maintaining up-to-date documentation for all telecommunications systems.
  • Ensuring 24/7 availability for remote support apart from regular office hours.
  • Acting as a Single Point of Contact for assigned projects to ensure all infrastructures are deployed according to standards.

Excellent verbal and written communication, interpersonal, and customer service skills are essential for this role.

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