Contact Center Telecom Specialist

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

• Managing telecom migration projects across multiple regions and business units
• Owning and coordinating the approvals workflowfor telecom and contact center changes
• Maintaining clear and complete project documentationand change records
• Partnering with operations, network/telecom engineering, and contact center technology teams to plan and execute migrations with minimal disruption
• Leveraging NICE inContact and related telephony tools to support routing, configuration, and cutover activities.

• Serve as liaison between internal teams, vendors, and leadership for telecom projects.
• Oversee project intake, requirements documentation, and review of project scope.
• Ensure vendor migrations comply with company standards.
• Develop and maintain standardized technical processes.
• Create and execute detailed project and migration plans.
• Keep thorough project records and manage knowledge transfers.
• Provide regular updates and escalate issues as needed.
• Lead testing, go-live preparation, and smooth project transitions.
• Identify process improvements and document lessons learned.

SKILLS/COMPETENCIES REQUIRED :

Work with IT specialists, contact center operations, and business stakeholders across multiple regions to develop structured project and migration plans. This includes outlining clear timelines, defining roles and responsibilities, identifying risks and dependencies, and ensuring alignment with business objectives. Plans should address the unique needs of global Contact Centers, such as coordinating rollouts across different time zones, planning for language and regulatory considerations, and ensuring minimal disruption to live customer service operations during transitions. Regularly engage with regional teams to validate readiness, test new systems or processes, and adjust plans as needed for seamless implementation.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.