Chief Telecom Operations Officer

20 hours ago

Kannur, Kerala, India beBeeTelecom Full time ₹ 19,61,035 - ₹ 25,16,153

Job Overview:

Our organization is seeking a Telephony Manager to lead our team and drive customer interactions, streamline operations, and leverage technology for business success.

The ideal candidate will have expertise in cloud-based contact center solutions like NICE inContact, Genesis or Amazon Connect, and excellent problem-solving skills, effective communication, and technical knowledge.

We are looking for a results-driven leader who can develop and execute strategies that align with our organizational goals.

  • Collaborate with senior management to develop and execute strategies.
  • 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, Engineering and operations of Global Supper of Contact Center Technology built on heterogeneous platforms consist of Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes
  • 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. Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
  • System Implementation & Integration: Lead the deployment and integration of NICE inContact CXone solutions, including voice, chat, email, and SMS channels.

Key Requirements:

  • Bachelor degree in Engineering.
  • 10+ years' overall experience.
  • Good to have Contact Center domain experience.
  • Project / Implementation experience is a must.
  • Good experience in team management.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

Preferred Qualifications:

  • 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, SLA's management, vendor management etc.
  • Fair understanding of Network basics, additional certifications in voice/ network stream would be beneficial.
  • Compliance and security related understanding with respect of voice devices & various platforms.
  • Forward looking and 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 and leader, setting up learning environment for development of team.
  • Ability to work effectively on multiple projects at a time.
  • Documentation up to date for all telecommunications systems.
  • Interacts with end-users in developing solutions to problems or creating efficiencies pertaining to Telecom processes.
  • 24/7 availability for remote support apart from regular office hours.
  • Single Point of Contact for assigned projects ensuring infrastructures deployed according to standards.
  • Excellent verbal and written English communication, interpersonal and customer service skills.

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