Senior Technical Consultant

1 day ago

Vadodara, Gujarat, India beBeeTelecom Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Overview:

This role is an exciting opportunity to develop technical expertise and problem-solving skills in a fast-paced environment.

The successful candidate will have a strong understanding of systems maintenance, licensing, configurations, and disaster recovery. They will also possess a fair understanding of network basics and be able to work effectively on multiple projects at a time.

Key Responsibilities:

  • Develop Strategies: Collaborate with senior management to develop strategies that align with organizational goals and objectives.
  • Implementation Strategy: Establish metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiation: Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • Disaster Recovery: Develop disaster recovery plans and conduct testing to detect faults.
  • Client Engagement: Engage with clients to understand their business objectives and translate them into technical requirements.
  • Technology Design: Design, engineer, and operate global contact center technology built on heterogeneous platforms.
  • Telphony Solutions: Work closely with business units, IT departments, and external vendors to align telephony solutions with business objectives.
  • Subject Matter Expertise: Provide subject matter expertise and guidance on best practices for routing and workflow optimization.
  • Skill-Based Routing: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • Workflow Assessment: Continuously assess and refine workflows to enhance customer experience and operational efficiency.

Education and Essential Experience:

  • Bachelor's Degree: Bachelor's degree in Engineering.
  • Overall Experience: 3-8 years overall experience.
  • Contact Center Experience: Must have experience in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Architecture Collaboration: Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API.
  • Contact Center Domain Experience: Good to have contact center domain experience.
  • Certifications: Certifications in contact center management or NICE CXone platforms are advantageous.

Key Enablers:

  • Operational Experience: Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Network Basics: Fair understanding of network basics, additional certifications in voice/network stream would be beneficial.
  • Compliance and Security: Compliance and security-related understanding with respect to voice devices and various platforms.
  • Industry Trends: Forward-looking with good industry trends and forthcoming technologies in the voice arena.
  • Enterprise Architecture: Strong experience with structured enterprise architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.
  • Interpersonal Skills: Ability to work effectively on multiple projects at a time.
  • Communication Skills: Excellent verbal and written English communication, interpersonal, and customer service skills.

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