Technical Manager ( CCaaS & Telco)
Role Purpose
The Contact Centre Cloud Technical Manager is a cross-domain role that collaborates with Business and Service Units. This technical implementation role focuses on delivering and administering cloud-based contact center solutions, working directly with International, regional and in-country business analysts to capture requirements, share best practices, and build approved solutions. The role involves demonstrating contact center products and developing customer interaction applications on a Cloud-based Contact Centre as a Service (CCaaS) platform.
Job Description
· Responsible for guiding the technical direction and implementation of advanced Contact Center technologies like IVR, AI, Automation, and call routing.
· Design strategic contact center applications that align with the architectural roadmap, leading to innovative solutions that future-proof the architecture.
· Responsible for the overall integrity of the Contact Centre software architecture, including design, implementation, testing, and support of live solutions.
· Work closely with management and internal stakeholders, providing financial insights and recommendations for appropriate software architecture.
· Work closely with Network engineering, Infosec, Data Center and Telcos for robust and resilient solution
· Contribute to the client's architectural design, participate in the integration of the roadmap solution, and ensure the integrity of the organization's production IT services.
· Lead implementation of API / Web Service integrations to back-end systems (REST, JSON, and SQL database).
· Work closely with developers, various IT teams, DBAs, IT Ops, and customer support teams to create solutions.
Requirements:
Education : At least a bachelor’s degree, Post Graduate Diploma or Professional Degree in Computer Science/Information Technology or equivalent.
Work Experience :
· At least 20 years’ solid experience in a consulting and IT role within a large scale (preferably multi- national) technology services environment as Contact Centre Cloud Engineer, with a focus on application architecture.
· 15+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
· 15+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience.
· 15+ Years of experience working with various Telco’s in different countries and built on ground understanding of local regulations and guidelines
· Should have good understanding on DC and Network Environment
· Must have delivered enterprise Level Cloud Contact Center Trunkey Projects
· Must have experience of delivering Cloud Contact Center Projects in Logistic Industry
· Must have experience on network deployments
· Should have great exposure and Experience working with Customer Experience Domain
· Knowledge of and experience with latest enterprise cloud Contact Center as a Service (CCaaS) providers and their technologies (Cisco, Genesys, Five9, NICE, 8x8, M365 Teams integrated options) to support evaluation/proof of concept, selection, planning, implementation, and management of same.
· Proven experience designing, implementing, and supporting cloud-hosted contact centers with hands-on experience with IVRs, call & dial plans, ACD queues, SIP and expertise with omnichannel (call, email, chat, etc.) systems and skills-based routing.
· Proven experience working with voice-related platform integrations such as CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations; Call recording and workforce management/optimization APIs & integrations.
· Knowledge in the following technical subjects such as: Docker, Kubernetes, Cloud Services (AWS, Azure, Google )
· TOGAF Certification or equivalent (Open Group Certified Architect, Zachman Certification).
· PMP certification is must but not compulsory
· Should have Cloud Certification
· Relevant industry certifications and accreditations
