RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

Responsibilities:

• Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
• Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
• Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
• Provide problem resolution, Root Cause Analysis, and Action Plans.
• Ensure Life Cycle Management of Platforms within the Applications framework.

Requirements:

• Minimum 5 years of experience in a similar role within an SI Company.
• Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
• Experience with Contact Centers, Telcos, and BPO’s NOC in ITIL frameworks.
• Ability to analyze problems and provide robust solutions.
• Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.
• Excellent communication, leadership, and organizational skills.
• Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).
• Flexibility to work in different shifts and time zones.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

1. Technical and business communication
2. Project management and operational excellence
3. People management and team leadership

SOFT SKILLS:

MANDATORY

1. Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
2. Customer service and relationship management.
3. Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions
4. Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
5. Passion for Results – Demonstrate the sense of urgency to deliver results