General Manager - Systems & Solution Design - Telecom

Urgently hiring for General Manager Systems & Solution Design with Top Telecom Brand - Bangalore.

APPLY ONLY AND ONLY IF YOU ARE DESIGNING & IMPLEMENTING BUSINESS REQUIREMENTS WITH IT TEAMS. ITS NOT A CORE IT ROLE. NEED SOMEONE WITH STRATEGICAL ROLES AND RESPONSIBILITIES WITH EXTENSIVE KNOWLEDGE IN BPO TECHNOLOGIES.

Customer Operations is looking for a Systems and Solutions Head and CX enthusiast to be part of the Strategy and CX team in Bangalore. As the Systems and Solutions Head, you will work proactively with cross functional teams and with external partner teams to leverage technology-based solutions that improve - cost to serve-, revenue and customer experience for business.

The role would require Subject Matter Expertise in managing - 

1. Inbound Contact Centre Technology (CCT), Voice and Non-voice: IVR. ACD, CTI, Chat, Email.

- experience at designing efficient IVR user journeys & improving IVR self-service adoption is critical.

2. Outbound Contact Centre Technology (CCT): Dialer, Voice blast, Campaign Management etc.

3. CRM Design: Lead CRM simplification and efficacy improvement projects, routine change management scoping, solutions evaluation with IT and vendors, conduct user acceptance testing and successful production movement.

4. New-age / Digital platforms for service like: Website or mobile app-based self-care, BOTs (voice, non-voice), WhatsApp, Facebook, Twitter, Missed Call Alert based information/ request provisioning

5. Support Systems (internal facing) like: Knowledge Management Portal, Learning Management Portal, Business Intelligence systems (SQL, QlikView, Tableau etc.)