Contact Center Operations Expert

1 day ago

Noida, Uttar Pradesh, India beBeeContactCenterManager Full time US$ 8,00,000 - US$ 12,00,000
Key Responsibilities

Service Delivery Managers oversee the overall delivery of contact center solutions, including IVR applications, agent desktop tools, and reporting platforms. They ensure compliance with SLA/KPI metrics and contractual obligations.

The role involves managing operational escalations, providing leadership during critical incident response, and coordinating with support and engineering teams to ensure issue resolution and service continuity.

Project & Program Management

Service Delivery Managers lead the planning, execution, and delivery of contact center projects, including migrations, upgrades, and new feature rollouts. They create and manage project plans, timelines, resource allocation, and risk mitigation strategies.

As the primary point of contact for stakeholders, they ensure clear communication and expectation management. They also oversee project documentation, status reporting, and stakeholder updates.

IVR and Technical Oversight

Service Delivery Managers guide IVR design and development efforts in collaboration with architects and developers. They review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).

They ensure that solutions are scalable, efficient, and aligned with industry best practices.

Team Leadership & Collaboration

Service Delivery Managers lead and mentor cross-functional teams, including developers, testers, and support engineers. They foster a collaborative work environment that encourages innovation and knowledge sharing.

They drive continuous improvement initiatives to enhance team productivity and service quality.

Customer & Stakeholder Engagement

Service Delivery Managers build strong relationships with internal and external stakeholders. They conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.

They gather customer feedback and translate it into actionable insights for the team.

Required Skills & Experience

To be successful in this role, you will need:

  • Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
  • Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
  • Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
  • Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
  • Experience with Agile and Waterfall project management methodologies.
  • Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills

A plus if you have:

  • PMP or PRINCE2 certification.
  • ITIL certification or strong understanding of ITIL processes.
  • Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
  • Understanding of workforce optimization tools (Verint, Calabrio, etc.).

Soft Skills

You will need:

  • Excellent communication, interpersonal, and stakeholder management skills.
  • Strong analytical, decision-making, and problem-solving capabilities.
  • Ability to handle pressure, manage priorities, and deliver outcomes on time.
  • Leadership presence with a customer-first mindset.

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