Telecom Professional Leadership Role

5 days ago

Ellore, Andhra Pradesh, India beBeeTelephony Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Senior Telephony Operations Manager

The demand for skilled professionals to lead and manage global contact centers has never been higher. We are seeking a highly experienced individual who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

This role is responsible for designing, engineering, and operating complex contact center infrastructures built on heterogeneous platforms. The successful candidate will work closely with business units, IT departments, and external vendors to align telephony solutions with organizational objectives.

Main Responsibilities:
  • Develop and execute strategies that align with organizational goals and objectives
  • 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 and improve overall system reliability
  • Engage with clients to understand their business needs and translate them into technical requirements
Critical Skills and Qualifications:
  • Bachelor's degree in Engineering or related field
  • 10+ years' overall experience in contact center management or related field
  • Strong project management skills, including experience with implementation and integration of NICE inContact CXone solutions
  • Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels
  • Strong understanding of systems maintenance, licensing, configurations, and disaster recovery, SLA's management, vendor management, etc.
Key Performance Indicators (KPIs):
  • Quality of delivery and uptime of IT infrastructure
  • Effectiveness of strategies and implementation plans
  • Client satisfaction and retention
  • Ability to adapt to changing business needs and technologies

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