Technical Leader

1 week ago

Jaipur, Rajasthan, India beBeeTelecomEngineer Full time ₹ 15,00,000 - ₹ 20,00,000
Job Summary:

We are seeking a skilled and experienced Assistant Telecom Engineer to join our team. This role will involve collaborating with senior management to develop and execute strategies that align with organizational goals.

The ideal candidate will have 3-8 years of experience in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels. They will be responsible for establishing implementation strategy, negotiating with vendors, and developing disaster recovery plans.

Key Responsibilities:

  • 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, Engineering and operations of Global Supper of Contact Center Technology that are built on heterogeneous platforms consist of Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes
  • Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.

Requirements:

  • Bachelor degree in Engg.
  • 3-8 years overall experience.
  • Must have exp 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
  • Certifications in contact center management or NICE CXone platforms are advantageous

Preferred Qualifications:

  • Good to have Contact Center domain exp
  • Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc.
  • Fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.
  • Compliance and security related understanding with respect of voice devices & various platforms.

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