Senior Contact Center Solutions Leader

6 days ago

Noida, Uttar Pradesh, India beBeeContactCenter Full time US$ 8,00,000 - US$ 10,00,000
Service Delivery Manager Job Description

About the Role:

This is a high-level leadership position responsible for overseeing the delivery of contact center solutions, including IVR applications, agent desktop tools, and reporting platforms. The successful candidate will be an experienced Service Delivery Manager with a proven track record of delivering complex projects on time, within budget, and to the required quality standards.

Key Responsibilities:

  • Service Delivery Management: Lead the overall service delivery for contact center solutions, ensuring compliance with SLA/KPI metrics and contractual obligations. This includes 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: Oversee the planning, execution, and delivery of contact center projects, including migrations, upgrades, and new feature rollouts. Create and manage project plans, timelines, resource allocation, and risk mitigation strategies. Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management. Oversee project documentation, status reporting, and stakeholder updates.
  • IVR and Technical Oversight: Guide IVR design and development efforts in collaboration with architects and developers. Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services). Ensure that solutions are scalable, efficient, and aligned with industry best practices.
  • Team Leadership & Collaboration: Lead and mentor cross-functional teams including developers, testers, and support engineers. Foster a collaborative work environment that encourages innovation and knowledge sharing. Drive continuous improvement initiatives to enhance team productivity and service quality.
  • Customer & Stakeholder Engagement: Build strong relationships with internal and external stakeholders. Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities. Gather customer feedback and translate it into actionable insights for the team.

Required Skills & Qualifications:

  • 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.

Benefits:

This role offers a competitive salary, excellent benefits package, and opportunities for career growth and professional development.

What We Offer:

We offer a dynamic and supportive work environment, with a focus on teamwork, innovation, and customer satisfaction. Our company values diversity, equity, and inclusion, and we welcome applicants from all backgrounds.

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