Senior Telecom Operations Leader

1 week ago

Pushkar, Rajasthan, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 25,00,000
Telecom Leadership Opportunity

This is a dynamic role that involves leveraging technology to drive business success in the contact center industry.

As a Telecom Manager, you will be responsible for developing technical expertise and problem-solving skills to succeed in this position.

  • Collaborate with senior management to develop and execute strategies that align with organizational 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
  • 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 that are 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 organizational goals.
  • 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.
  • Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly.

Key Skills and Qualifications:

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

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