Role : Senior Engineer Telecom with hand on exp in NICE inContact/ CX one
Location: Gurugram
Mode: Work from Office
Profile Summary:
The demand for skilled Telephony Engineer, 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 AM, 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
Education and Essential Experience:
Bachelor degree in Engg.
3+ years overall experience.
Must have exp in NICE inCon