Cloud Contact Center Specialist

3 days ago

Palakkad, Kerala, India beBeeTelecom Full time ₹ 14,71,500 - ₹ 23,84,461

Job Title: Telecom Operations Manager

About the Role:

The demand for skilled Telephony Engineers, particularly those with expertise in cloud-based contact center solutions, is on the rise. To enhance customer interactions and streamline operations, we are looking for professionals who can leverage technology to drive business success.

This role requires a technical expert who can collaborate with senior management to develop and execute strategies that align with organizational goals. The ideal candidate will establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.

  • 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 contact center technologies built on heterogeneous platforms consisting of cloud contact centers like NICE inContact, Genesis, Amazon Connect, and AudioCodes.
Key Responsibilities:
  • Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using APIs.
  • Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  • Work closely with business units, IT departments, and external vendors to align telephony solutions with organizational goals.
  • Provide subject matter expertise and guidance on best practices.
  • Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
Requirements:
  • Bachelor's degree in Engineering or related field.
  • 3-8 years overall experience.
  • Must have experience in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

We are looking for a strong team player who can lead from the front in setting up an appropriate learning and conducive environment for development of the team.

The ideal candidate should have excellent verbal and written English communication, interpersonal, and customer service skills.

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