Senior Manager - Contact Center Platforms & Network Operations
Broad Outline of the Role
The Senior Manager will be responsible for leading operations, service assurance, project implementation, and lifecycle management of enterprise Contact Center platforms, including CCaaS, recording solutions, network infrastructure, voice services, cloud environments, and security components.
The role requires a robust Network and Voice professional who has successfully managed Contact Center solutions such as NICE CXone, NICE Recording, Verint Recording, AWS Connect, SIP/Voice infrastructure, and associated security platforms. The incumbent will drive operational excellence, platform availability, customer experience, service transformation, vendor governance, and continuous improvement initiatives.
This role will act as the bridge between Network, Voice, Cloud, Security, Product, Engineering, and Customer Operations teams to ensure seamless delivery and support of mission-critical contact center services for global customers.
The position has significant impact on service reliability, customer satisfaction,



revenue realization, operational efficiency, and business growth.

Minimum Qualifications & Experience
Bachelor's Degree in Engineering, Telecommunications, Computer Science, Information Technology, or related discipline.
10-15 years of relevant experience in Contact Center, Voice, Network Operations, and Customer Experience technologies.
Minimum 5 years of experience leading large operational and technical teams.
Proven experience managing enterprise Contact Center and CCaaS platforms.
Preferred Technical Expertise
Contact Center Platforms
NICE CXone
Amazon Connect
Genesys Cloud
Cisco Contact Center
Recording Platforms
NICE Recording
Verint Recording
Compliance Recording Solutions
Voice and Screen Recording Platforms
Network & Voice Technologies
SIP Trunking
SBC (Session Border Controllers)
Voice Gateways
MPLS
SD-WAN
VPN
LAN/WAN
Routing & Switching

Cloud & Infrastructure

📌 Senior Manager (India)
🏢 Tata Communications
📍 India