Cloud-Based Contact Center Manager

3 days ago

Lucknow, Uttar Pradesh, India beBeeTelephony Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Description

The demand for skilled Telephony Managers, particularly those with expertise in cloud-based contact center solutions, is on the rise.

To succeed in this role, focusing on developing technical expertise and effective communication will be key.

Key Responsibilities
  • 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 networks of contact centers built on heterogeneous platforms consisting of cloud-based technologies.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with organizational needs.
  • Provide subject matter expertise and guidance on best practices related to routing & workflow optimization, system implementation & integration, and incident response.
Required Skills and Qualifications
  • Bachelor's degree in engineering or a related field.
  • 10+ years of overall experience, preferably in contact center management or a related domain.
  • Project/implementation experience is a must.
  • Good experience in team management and leadership.
  • Certifications in contact center management or NICE CXone platforms are advantageous.
Key Enablers
  • A strong understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Fair understanding of network basics, with additional certifications in voice/network streams beneficial.
  • Compliance and security-related understanding with respect to voice devices and various platforms.
  • Strong experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.
  • Excellent verbal and written English communication, interpersonal, and customer service skills.

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