Highly Experienced Telecom Solutions Professional

2 weeks ago

Anand, Gujarat, India beBeeEngineering Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Telecom Engineer - Job Overview

This is a pivotal role in designing, implementing, and managing global contact center technologies built on heterogeneous platforms. As an experienced Telecom Engineer, you will play a key part in enhancing customer interactions, streamlining operations, and leveraging technology to drive business success.

The successful candidate will be responsible for developing and executing strategies that align with organizational goals, establishing implementation strategies and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure, and negotiating with vendors to secure and manage infrastructure-related products and services.

Key Responsibilities:

  • Collaborate with business units, IT departments, and external vendors to align telephony solutions with business objectives.
  • Provide subject matter expertise and guidance on best practices for routing & workflow optimization.
  • Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.

Requirements:

  • Bachelor degree in Engineering or relevant field.
  • 3-8 years overall experience in telecom engineering or contact center management.
  • Must have experience in Nice InContact or CXone solutions, including voice, chat, email, and SMS channels.
  • Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API.

Preferred Qualifications:

  • Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
  • Certifications in contact center management or Nice CXone platforms are advantageous.

What We Offer:

  • A conducive environment for professional growth and development.
  • The opportunity to work on multiple projects simultaneously.
  • Excellent verbal and written English communication, interpersonal, and customer service skills.

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