
Telecoms Operations Specialist
2 weeks ago
Job Overview:
We are seeking a skilled Telephony Manager to enhance customer interactions, streamline operations and drive business success.
The ideal candidate will have expertise in cloud-based contact center solutions like NICE inContact, Genesis or Amazon Connect.
Key Responsibilities:
Collaborate with senior management to establish implementation strategies, negotiate with vendors and develop disaster recovery plans.
Engage with clients to understand their business objectives, translate them into technical requirements and provide subject matter expertise and guidance on best practices.
Additional Responsibilities:
Design and implement skills-based routing strategies, lead the deployment and integration of NICE inContact CXone solutions, and respond to telephony-related incidents.
Required Qualifications:
A bachelor's degree in engineering, 10+ years' overall experience, good to have contact center domain experience, project/implementation experience and good exp in team management.
Key Enablers:
Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, as well as compliance and security related understanding with respect of voice devices & various platforms.
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