Senior Telecom Operations Lead

2 weeks ago

Kolkata, West Bengal, India beBeeTelecomManager Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Overview

We are seeking a seasoned professional to lead our Telephony operations, driving customer satisfaction and business growth through strategic planning and execution. The ideal candidate will have a strong background in cloud-based contact center solutions and experience in team management.

About the Role
  • Leverage technical expertise to develop and implement strategies that enhance customer interactions and streamline operations.
  • Collaborate with senior management to establish implementation strategies and metrics-driven processes for quality delivery and uptime of IT infrastructure.
  • Negotiate with vendors 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 centers built on heterogeneous platforms, incorporating cloud solutions like Nice InContact, Genesis, Amazon Connect, and AudioCodes.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with organizational goals.
  • Provide subject matter expertise and guidance on best practices.
Requirements
  • Bachelor's degree in Engineering or relevant field.
  • Minimum 10 years' overall experience.
  • Good understanding of Contact Center domain expertise.
  • Project/implementation experience is mandatory.
  • Experience in team management is highly desirable.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

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