PUNE · FULLTIME
Manager - Customer Interaction Suite
Tata Communications
Pune · onsite · Posted 64d ago
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Undisclosed4–7 yrsfulltimePune
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Section · 01
About this role
Job Summary
Broad Outline of the Role: Responsible for designing, implementing, and supporting Contact Center and Customer Experience (CX) solutions using Genesys Cloud, NICE CXone, AWS Connect, UCCE, AudioCodes, Ribbon and Dialogic SBCs, Salesforce CTI, REST API, AI Bots, and related technologies. Analyze customer business requirements and translate them into scalable technical solutions, architectures, and implementation plans. Support presales and RFP activities, create solution prototypes, prepare HLD/LLD documents, and lead end-to-end delivery of contact center transformation projects. Collaborate with customers, OEMs, and cross-functional teams to ensure successful deployment, integration, testing, optimization, and adoption of contact center solutions. Provide technical leadership, resolve complex technical challenges, and contribute to service innovation and continuous improvement initiatives.
Other Knowledge Skills - Ability to understand business requirements and map them to technical solutions.
- Experience in RFP/RFI response preparation and presales solutioning.
- Strong knowledge of Contact Center technologies and architecture design.
- Ability to create High-Level Design (HLD) and Low-Level Design (LLD) documents.
- Hands-on experience with Genesys Architect, Outbound, Email, Messaging, Dialer, REST API, Voice/Chat Bot, SCV, AI Bot, WFM, QM, and Sentiment Analysis. Experience with Salesforce CTI integration and third-party application integration.
- Knowledge of NICE CXone, AWS Connect, Lambda, Lex/Bot technologies, and Cisco UCCE solutions.
- Understanding of SIP, VoIP, ISDN, WebRTC, APIs, and Contact Center integrations.
- Knowledge of omnichannel routing, IVR design, call flow development, and customer journey orchestration.
- Experience in reporting, analytics, KPI monitoring (SLA, AHT, Agent Performance).
- Strong troubleshooting, problem-solving, and analytical skills.
- Excellent communication, stakeholder management, and customer engagement skills.
- Ability to mentor team members and work effectively in cross-functional environments.
- Responsible for end-to-end implementation, configuration, integration, and support of Genesys, NICE CXone, AWS Connect, and related contact center solutions.
- Gather, analyze, and translate business requirements into scalable technical solutions.
- Prepare High-Level Design (HLD) and Low-Level Design (LLD) documents.
- Design and configure IVR applications, routing strategies, CTI integrations, and omnichannel solutions.
- Develop and customize inbound/outbound call flows, callback services, queues, messaging, and bot solutions.
- Work with APIs, SIP, ISDN, WebRTC, and third-party integrations to enable seamless customer engagement.
- Execute solution configuration, testing, validation, deployment, and performance optimization activities.
- Prepare and execute test plans, integration testing, UAT, and deployment validation activities.
- Identify and troubleshoot application, integration, SIP, ISDN, and WebRTC-related issues.
- Collaborate with OEMs, vendors, and internal cross-functional teams for issue resolution and solution enhancement.
- Configure reports and dashboards; monitor operational KPIs including SLA, AHT, productivity, and customer experience metrics.
- Support RFP responses, solution demonstrations, and customer workshops where required.
- Provide technical guidance and mentoring to project team members and junior engineers.
- Conduct user training sessions for Agents, Supervisors, Administrators, and customer stakeholders.
- Ensure adherence to implementation standards, best practices, quality guidelines, and customer delivery commitments.
- Support customers during UAT, go-live, hypercare, and post-production support phases.
- Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, or equivalent.
- 4-7 years of relevant experience in Contact Center, CCaaS, Customer Experience (CX), Unified Communications, or Solution Design Implementation.
- Hands-on experience with Genesys Cloud CX and/or NICE CXone platforms.
- Experience in customer-facing solutioning, implementation, integration, and support engagements.
Sourced from naukri
Section · 02
Skills
Customer ExperienceCustomer Engagementanalytical thinkingcontact centerapisApplication integrationamazon web servicescontact center solutionsBusiness RequirementsCall FlowAnalyticsAWS ConnectdeploymentcloudArchitectureCiscoAhtArtificial Intelligence
Section · Company
About Tata Communications
Tata Communications
Telecom
5.9k+
employees
1986
40 years old
Mumbai, Maharashtra
India
About
Tata Communications facilitates digital transformation for enterprises worldwide, enhancing connectivity, cloud solutions, and operational efficiency through advanced services.
Industries
Telecom
Employee ratings
4,031 reviews
3.9/ 5
Culture
3.8
Career growth
3.0
Work-life
3.9
Employees rate it well for
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