Telecommunications Strategy Manager

4 days ago

Varanasi, Uttar Pradesh, India beBeeContactCenterManager Full time ₹ 15,00,000 - ₹ 23,50,000

Job Overview:

  • This role encompasses the development and execution of strategies that align with organizational objectives, ensuring seamless alignment between business units and operational goals.
Key Responsibilities
  1. Develop and implement effective solutions to enhance customer interactions, streamline operations, and leverage technology to drive business success.
  2. Establish and execute implementation strategies, focusing on quality of delivery and uptime of IT infrastructure.
  3. Negotiate with vendors and partners to secure and manage infrastructure-related products and services.
  4. Design, engineer, and operate global contact center technologies built on heterogeneous platforms, including cloud-based solutions.
  5. Work closely with business units, IT departments, and external partners to ensure telephony solutions align with operational goals.
  6. Provide subject matter expertise and guidance on best practices.
  7. Route & Workflow Optimization: Design and implement skills-based routing strategies to direct customer interactions efficiently.
  8. System Implementation & Integration: Lead the deployment and integration of cloud-based solutions, including voice, chat, email, and SMS channels.

Main Requirements:

  • Bachelor's degree in Engineering or related field.
  • Minimum 10 years' experience in a leadership role.
  • Strong understanding of contact center management principles and technologies.
  • Proven track record of implementing successful projects and teams.
  • Certifications in contact center management or cloud-based solutions are advantageous.

Essential Skills:

  • Strong operational experience, with a focus on systems maintenance, licensing, configurations, and disaster recovery.
  • Familiarity with network basics and certifications in voice/network streams would be beneficial.
  • Understanding of compliance and security related to voice devices and platforms.
  • Stay up-to-date with industry trends and emerging technologies in the voice arena, such as omnichannel capabilities and virtual assistants.
  • Experience with structured enterprise architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.

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