Telecom Technology Strategist

5 days ago

Shimoga, Karnataka, India beBeeStrategist Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Key Leadership Position: Telecom Technology Manager

This is a strategic role responsible for designing, implementing, and maintaining global contact center technology systems to ensure quality of delivery and uptime of IT infrastructure.

  • Collaborate with senior leadership to develop strategies that align with organizational goals and objectives.
  • Establish implementation strategies and metrics-driven processes to ensure efficiency and productivity.
  • Negotiate with vendors and contractors to secure and manage infrastructure-related products and services.
  • Develop disaster recovery plans and conduct testing to detect faults and improve resilience.
  • Engage with clients to understand their business needs and translate them into technical requirements.
  • Design, engineer, and operate global contact center technology systems built on heterogeneous platforms including cloud contact centers.
  • Work closely with business units, IT departments, and external partners to align telephony solutions with organizational goals and objectives.
  • Provide subject matter expertise and guidance on best practices for technology management.
  • Route customer interactions to the appropriate agents using skills-based routing strategies to enhance customer experience.
  • Assess and refine workflows to improve operational efficiency and customer satisfaction.
  • Deploy and integrate NICE inContact CXone solutions, including voice, chat, email, and SMS channels to enhance customer engagement.
  • Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly and effectively.

The ideal candidate will have a Bachelor's degree in Engineering and 10+ years of overall experience, with project or implementation experience being essential. Contact center domain experience and certifications in contact center management or NICE CXone platforms are advantageous.

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