Telecom Manager

Role: Telecom Manager

Location: Gurugram

Mode: Work from Office 24*7

Profile Summary:

The demand for skilled Telephony Managers, particularly those with expertise in cloud-based contact center solutions like NICE inContact, Genesis or Amazon Connect. We are looking for professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success. ​

If you're considering a career as a NICE inContact Telephony Manager, focusing on developing technical expertise, problem-solving skills, and effective communication will be key to success in this role.

Primary Job Responsibility:

• Collaborate with senior management to develop and execute strategies that align with organizational goals.
• 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.
• This role is primarily responsible for 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 o 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. Continuously assess and refine workflows to enhance customer experience and operational efficiency
• System Implementation & Integration: Lead the deployment and integration of NICE inContact 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
• Lead the response to telephony-related incidents, coordinating with technical teams to resolve issues promptly. Communicate effectively with stakeholders during incidents and ensure thorough documentation.

Education and Essential Experience:

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

Key Enablers:

• Has to play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology team for business-as-usual support.
• Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc.
• Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.
• Compliance and security related understanding with respect of voice devices & various platforms.
• Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omni channel capabilities, chatbot, speech analytics, virtual assistant, Amazon connect etc\
• Strong Experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on premise-to-cloud migration deployments
• Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.
• Ability to work effectively on multiple projects at a time
• Keeps documentation up to date for all telecommunications systems but not limited to toll / toll-free numbers, call center routing, trunk routing and voice announcement scripts.
• Interacts with end-users (including internal & external clients) in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.
• 24/7 availability for remote support also apart from regular office hours
• Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards.
• Excellent verbal and written English communication, interpersonal and customer service skills.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.