Assistant Manager Telecom

Role : Telecom-Assistant Manager

Location : Gurugram

Mode : Work from Office 24

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 :

Key Enablers :

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.

Skills Required

Team Management, Amazon Connect, Genesis, Project Implementation