Cloud-Based Contact Center Strategist

1 day ago

Jamnagar, Gujarat, India beBeeTelecom Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Telecom Manager Position

This role involves leading a team to enhance customer interactions and streamline operations. The ideal candidate should have expertise in cloud-based contact center solutions.

  • Developing and executing strategies that align with organizational goals is essential for this position.
  • The telecom manager will establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
  • Negotiating with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services is a key responsibility.
  • The telecom manager will design, engineer, and operate global super systems of Contact Center Technology built on heterogeneous platforms.
  • Providing subject matter expertise and guidance on best practices, routing & workflow optimization, system implementation & integration, and leading responses to telephony-related incidents is crucial.

Requirements include:

  • Bachelor degree in Engineering or relevant field is mandatory.
  • 10+ years' overall experience, including project/implementation experience and good team management skills are required.
  • Certifications in contact center management or NICE CXone platforms are advantageous.

This role plays a pivotal part in designing, implementing, documenting, and managing projects to ensure business-as-usual support. Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery are essential. The ideal candidate should be forward-looking, have industry trends knowledge, and experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on-premise-to-cloud migration deployments.

A strong emphasis is placed on teamwork, leadership, communication, and documentation. Excellent verbal and written English communication, interpersonal, and customer service skills are required. 24/7 availability for remote support is necessary. Act as a Single Point of Contact for assigned projects to ensure all infrastructures are deployed according to standards.

Key Responsibilities:

  • Develop and execute strategic plans that align with organizational objectives.
  • Establish and implement processes to ensure high-quality delivery and minimal downtime.
  • Negotiate contracts and agreements with external partners.
  • Design and develop large-scale contact center systems.
  • Provide expert guidance and support in various areas.

Requirements:

  • Bachelor's degree in a relevant field (e.g., Engineering).
  • Minimum 10 years of experience in project implementation and team management.
  • Advantageous: certifications in contact center management or NICE CXone platforms.

Additional Skills:

  • Strong understanding of IT systems, maintenance, and disaster recovery procedures.
  • Knowledge of Enterprise Architecture practices and cloud computing.
  • Excellent communication and leadership skills.

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