Cloud Contact Center Solutions Expert

2 weeks ago

Solapur, Maharashtra, India beBeeTelecom Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Opportunity

An exciting challenge has arisen for an experienced Telecom professional to excel in cloud-based contact center solutions, demonstrate exceptional problem-solving skills, and possess strong communication abilities.

Main Responsibilities
  • Collaborate with senior management to develop strategies that align with organizational goals.
  • Establish implementation plans and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiate with vendors 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 contact center technology on heterogeneous platforms including Nice InContact, Genesis, Amazon Connect, and Audio codes.
  • Provide subject matter expertise and guidance on best practices.
  • Rout and optimize workflows to enhance customer experience and operational efficiency.
Required Skills and Qualifications
  • Bachelor's degree in Engineering or a related field.
  • 3-8 years overall experience.
  • Expertise in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Certifications in contact center management or NICE CXone platforms are advantageous.
Preferred Qualifications
  • Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Fair understanding of Network basics and additional certifications in voice/network stream would be beneficial.
  • Compliance and security related understanding with respect to voice devices and various platforms.
  • Forward-looking and familiar with industry trends and forthcoming technologies in the voice arena.
  • Strong experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.

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