Senior Telecom Operations Specialist

2 days ago

Kanpur, Uttar Pradesh, India beBeeTelecom Full time ₹ 20,11,200 - ₹ 30,13,200
Telecom Support Manager

About the Role:

The demand for skilled telecom professionals, particularly those with expertise in cloud-based contact center solutions, is on the rise. We are seeking experienced individuals who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

To succeed in this role, developing technical expertise, problem-solving skills, and effective communication will be key.

Key Responsibilities:

  • 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 Support of 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 organizational objectives.
  • 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.
  • System Implementation & Integration: Lead the deployment and integration of NICE inContact 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.
  • Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly.

Qualifications:

  • Bachelor degree in Engineering.
  • 10+ years' overall experience.
  • Good to have Contact Center domain experience.
  • Project/Implementation experience is must.
  • Good experience in team management.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

What We Offer:

A challenging and rewarding role in a dynamic organization, with opportunities for growth and development.

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