Cloud Telecommunications Manager

2 days ago

Bharatpur, Rajasthan, India beBeeTelecom Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Description

The role of a Telephony Manager entails optimizing customer interactions, streamlining operations, and leveraging technology to drive business success. This position requires professionals with expertise in cloud-based contact center solutions like NICE inContact, Genesis, or Amazon Connect.

A key aspect of this role is developing technical expertise, problem-solving skills, and effective communication to succeed as a NICE inContact Telephony Manager. Primary responsibilities include collaborating with senior management, establishing implementation strategies, negotiating with vendors, and engaging with clients to understand their business objectives.

Main Responsibilities

  1. Collaborate with senior management to develop and execute strategies that align with organizational goals.
  2. Establish metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  3. Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
  4. Develop disaster recovery plans and conduct testing to detect faults.
  5. Engage with clients to understand their business objectives and translate them into technical requirements.
  6. Design, engineer, and operate global contact centers built on heterogeneous platforms consisting of cloud contact centers like NICE InContact, Genesis, Amazon Connect, and Audio codes.
  7. Work closely with business units, IT departments, and external vendors to align telephony solutions with business needs.
  8. Provide subject matter expertise and guidance on best practices for routing & workflow optimization, system implementation & integration, and lead response to telephony-related incidents.

Required Skills and Qualifications

  • Bachelor's degree in Engineering.
  • 10+ years' overall experience.
  • Good experience in Contact Center domain.
  • Project/implementation experience is required.
  • Good experience in team management.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

Benefits

We provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status.

Key Enablers

  • Pivotal role in designing, implementation, documentation, project management, and handover of projects to the technology team.
  • 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 with good 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.
  • Good team player, leading from the front to set up a conducive environment for team development.
  • Ability to work effectively on multiple projects at a time.
  • Keeps documentation up to date for all telecommunications systems.
  • Interacts with end-users to develop solutions to problems or create efficiencies pertaining to telecom processes.
  • 24/7 availability for remote support.
  • Act as a Single Point of Contact for assigned projects.
  • Excellent verbal and written English communication, interpersonal, and customer service skills.

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