Cloud Contact Center Engineer

2 days ago

Alleppey, Kerala, India beBeeTelephony Full time ₹ 15,00,000 - ₹ 25,00,000
Telephony Solutions Expert

The demand for skilled professionals in cloud-based contact center solutions is on the rise. We are seeking individuals who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

This role requires a strong understanding of telecommunication systems, including voice, chat, email, and SMS channels. The ideal candidate will have experience working with NICE inContact or CXone solutions and collaborating with architecture teams to design and implement call flows, IVR systems, and backend integrations using APIs.

  • 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 contact centers built on heterogeneous platforms, including Cloud Contact Centers like Nice InContact, Genesis, Amazon Connect, and Audio codes.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business objectives.
  • 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. Continuously assess and refine workflows to enhance customer experience and operational efficiency.

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