Contact Center Operations Lead

4 days ago

Noida, Uttar Pradesh, India beBeedelivery Full time ₹ 1,00,00,000 - ₹ 2,50,00,000
**Job Title:** Service Delivery Manager
**Job Description: Overview**

We are seeking an experienced Service Delivery Manager to oversee the delivery of contact center solutions. As a key member of our team, you will be responsible for ensuring seamless service delivery, managing operational escalations, and providing leadership during critical incidents.

This role requires a unique blend of technical expertise, project management skills, and excellent communication abilities. You will work closely with support and engineering teams to resolve issues and ensure service continuity.

**Key Responsibilities:**
  • Ensure compliance with SLA/KPI metrics and contractual obligations.
  • Manage operational escalations and provide leadership during critical incident response.
  • Coordinate with support and engineering teams to ensure issue resolution and service continuity.
**Project & Program Management:**
  • Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
  • Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
  • Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
  • Oversee project documentation, status reporting, and stakeholder updates.
**IVR & Technical Oversight:**
  • Guide IVR design and development efforts in collaboration with architects and developers.
  • Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
  • Ensure that solutions are scalable, efficient, and aligned with industry best practices.
**Team Leadership & Collaboration:**
  • Lead and mentor cross-functional teams including developers, testers, and support engineers.
  • Foster a collaborative work environment that encourages innovation and knowledge sharing.
  • Drive continuous improvement initiatives to enhance team productivity and service quality.
**Customer & Stakeholder Engagement:**
  • Build strong relationships with internal and external stakeholders.
  • Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
  • Gather customer feedback and translate it into actionable insights for the team.
**Requirements:**
  • Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
  • Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
  • Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
  • Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
  • Experience with Agile and Waterfall project management methodologies.
  • Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

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