Telecommunications Specialist

1 day ago

Nagpur, Maharashtra, India beBeeTelecommunications Full time ₹ 12,00,000 - ₹ 24,00,000
Job Title: Telecommunications Specialist

About the Role:

  • We are seeking a highly skilled Telecommunications Specialist to join our team. The ideal candidate will have expertise in cloud-based contact center solutions and be able to design, implement, and manage telephony systems.
  • This is an excellent opportunity for someone who enjoys working with technology and has a passion for delivering exceptional customer experiences.

Main Responsibilities:

  • To develop and execute strategies that align with organizational goals and objectives.
  • To establish implementation strategies and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • To negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • To develop disaster recovery plans and conduct testing to detect faults.
  • To engage with clients to understand their business objectives and translate them into technical requirements.
  • To design, engineer, and operate global contact center technologies built on heterogeneous platforms consisting of cloud contact centers like Nice InContact, Genesis, Amazon Connect, and AudioCodes.
  • To work closely with business units, IT departments, and external vendors to align telephony solutions with organizational goals.
  • To provide subject matter expertise and guidance on best practices. Routing & Workflow Optimization: To design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • To continuously assess and refine workflows to enhance customer experience and operational efficiency.

Requirements:

  • Bachelor's degree in Engineering or a related field.
  • 3-8 years of overall experience in telecommunications, IT, or a related field.
  • Must have experience in NICE InContact or 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.
  • Good to have contact center domain experience.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

What We Offer:

As a Telecommunications Specialist, you will have the opportunity to work with a talented team of professionals and contribute to the success of our organization. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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