Company - A Leading Pharma CRO having Global Operations Job Title - Subject Matter Expert (Manager/Sr. Manager)- Contact centre Technology & Operations Department - Information Technology Role - Contact centre Technology & Operations Role Type - Individual Contributor (Mid-management role) Job Location - Delhi / Ahmedabad Position report to - VP & Head - Information Technology Working Hours/Timing - UK Shift - Around 12 PM to 10 PM 1. DUTIES & RESPONSIBILITIES: - End to end operational support for contact center technology and operations spanning migration, Contact Centre & VOIP telephony design, setup & operations on CaaS platform - Onboard and offboard customers on the Contact Centre / Telephony platform - Managing Contact Centre Technology design, architecture, and operations i.e design infra and services, Platform administration/management for security, efficiency - Workflow design, Queue setup and configuration. - Assist in setting up Queues, call workflow, IVR designs across voice and chat contacts, add/remove agents based on functional requirement. - Ensure security of the platform in line with industry and regulatory requirements. - Ensure Call recordings are retained and retrieved in an efficient manner. - Managing CaaS platforms/services - Troubleshoot contact center/telephony issues by liaising with the internal team and CaaS service provider. - Experience in managing Dialer operations (manual and automated) - Manage vendor contracts and performance for cost leakage and efficiency. - Design, Implement and Manage Chat Point of Contact for the business - Train AI / BOT with business inputs to create effectiveness and efficiency for the function/business. 2. REQUISITE EDUCATION LEVEL & EXPERIENCE: Key Competencies: - Awareness of carrier infrastructures - Awareness of project management processes - Excellent written documentation and verbal communication skills in English Key Skills: - Contact Centre / Telephony technology and operations hosted on Communication as a Service platform, across design, configuration, and maintenance phase. - Build and test agile and cost-effective hosting solutions. Implement scalable, high-performance hosting solutions that meet the need of today's corporate and digital applications using both private and public cloud technologies. - CaaS solution preferably Amazon Connect, Ring Central - Good Understanding of Contact Centre Voice Platform, ACD Call Routing - Call Recording solutions NICE, VERINT etc - BOT / AI Automation skills on CaaS platform - Good Microsoft Visio and SOP / Policy documentation. Qualification - Graduate/postgraduate with 10+ Years of experience.

Ahmedabad

Delhi

Manager/Senior Manager - Contact Center Technology 

Manager/Senior Manager - Contact Center Technology  ,Job Description for Manager/Senior Manager - Contact Center Technology  in SetupMyHR in  Ahmedabad Delhi for (10-14) years of experience. Apply Now!

Job Description for Manager/Senior Manager - Contact Center Technology  in SetupMyHR in  Ahmedabad Delhi for (10-14) years of experience. Apply Now!