Telecom Solutions Engineer

2 weeks ago

Pushkar, Rajasthan, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,10,00,000

Job Role: Telecom Solutions Engineer

As a key member of our team, you will play a pivotal role in enhancing customer interactions, streamlining operations, and leveraging technology to drive business success.

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.
  • This role is primarily responsible for designing, engineering, and operating global contact centers built on heterogeneous platforms consisting of cloud contact centers like Nice InContact, Genesis, Amazon Connect, and AudioCodes.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with business needs.
  • Provide subject matter expertise and guidance on best practices. 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.

Required Skills and Qualifications:

  • Bachelor's degree in Engineering.
  • 3-8 years overall experience.
  • 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 APIs.
  • Good to have Contact Center domain experience.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

What We Offer:

  • A dynamic work environment that fosters growth and development.
  • The opportunity to work with cutting-edge technologies and innovative solutions.
  • A collaborative team atmosphere that encourages knowledge sharing and mutual support.

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