Telecom Operations Manager

2 days ago

Kota, Rajasthan, India beBeeCustomerService Full time ₹ 15,00,000 - ₹ 25,00,000
Telecom Operations Manager Job

We are seeking an experienced Telecom Operations Manager to enhance customer interactions, streamline operations and leverage technology to drive business success.

This role involves developing technical expertise, problem-solving skills, and effective communication to succeed as a Telephony Manager.

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 Supper of Contact Center Technology built on heterogeneous platforms.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business needs.
  • 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.
  • System Implementation & Integration: Lead the deployment and integration of NICE inContact CXone solutions.
  • Lead the response to telephony-related incidents and communicate effectively with stakeholders during incidents.

Requirements:

  • Bachelor degree in Engineering or related field.
  • 10+ years' overall experience with strong team management skills.
  • Contact Center domain experience is desirable.
  • Project/Implementation experience is mandatory.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

Enablers:

  • Design, implementation, documentation, project management, and handover of projects to the technology team.
  • Strong operational experience and understanding of systems maintenance.
  • Fair understanding of Network basics and compliance/security related knowledge.
  • Experience with structured Enterprise Architecture practices and hybrid cloud deployments.
  • Ability to work effectively on multiple projects at a time.
  • Keeps documentation up to date for all telecommunications systems.
  • Excellent verbal and written English communication, interpersonal, and customer service skills.

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