CS Telecom & Tools Support Lead
Description -
Job Summary
The role is responsible for telecom support within the Customer Care Centers within the following areas:
• Lead, own and manage regional contact center telephony operations and Genesys Cloud platform
• Drive telephony strategy, IVR design, routing, compliance, and telecom transformation initiatives
• Ensure high availability and performance of contact center voice infrastructure
• Serve as an SME for Genesys Cloud voice architecture and telephony services when working with cross functional teams
The role contributes to operational readiness planning, analyzes performance reports, analyzes recent technology, and fosters a knowledge management culture. The role also works independently to resolve moderate scope problems and ensure alignment with business requirements & outcomes.
Responsibilities
• Administer Genesys Cloud sites, queues, routing profiles, architect flows, users, skills, and permissions etc.
• Design and optimize IVRs, call routing, business hours, overflow, and disaster recovery strategies
• Manage the PSTN, DID, toll-free numbers inventory for the supporting region
• Lead telecom projects, migrations, AI deployments (Sierra and Zoom) and voice modernization initiatives
• Ensure compliance with regulatory, GDPR, PCI, and call recording requirements
• Support incident management and troubleshooting by working closely with all Partners & HP Badged Sites
• Engages in collaboration with regions and global teams concerning service and support planning, implementation, and performance
• Assists in developing comprehensive short and long-term plans to support the operational readiness and success of production services
• Analyzes operational reports to monitor business infrastructure performance and optimize operational processes
Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated
📌 CS Telecom (Bengaluru)
🏢 Hp
📍 Bengaluru