Telecom Professional

1 day ago

Alwar, Rajasthan, India beBeeTelecom Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Telecom Management Expertise

We are seeking a highly skilled and experienced Telecom Manager to design, engineer, and operate global contact center technology. This role is responsible for implementing and integrating telephony solutions, routing and workflow optimization, and system implementation and integration.

The ideal candidate will have a strong background in telecom management, with experience in heterogeneous platforms, including cloud-based solutions like NICE inContact, Genesis, and Amazon Connect. They will also possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.

  • Main Responsibilities:
  • Develop and execute strategies that align with organizational goals in collaboration with senior management.
  • Establish 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 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, including voice, chat, email, and SMS channels.
  • Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly.

Requirements:

  • Bachelor's degree in Engineering or related field.
  • 10+ years of overall experience in telecom management.
  • Good understanding of cloud-based contact center solutions.
  • Project/implementation experience is required.
  • Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Fair understanding of network basics and additional certifications in voice/network stream would be beneficial.
  • Compliance and security-related understanding with respect to voice devices and various platforms.
  • Forward-looking with good industry trends and forthcoming technologies in the voice arena.
  • Strong experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.
  • Ability to work effectively on multiple projects at a time.
  • Excellent verbal and written English communication, interpersonal, and customer service skills.

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