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Lead - Contact Center Services

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Date: 14-Feb-2021

Location: Chennai, India

Company: Tata Communications

Job Family Descriptor

  • Deployment and configuration of Contact center technologies / Solution and Testing.
  • Supports Day 2 Operations team in identifying and fixing escalated cases.
  • Identify and resolve issues observed during deployment and testing phase.
  • Interact with OEM / CFT for issue resolutions.
  • Provide technical assistance to service designer in pre-delivery phase.
  • Preparation / Support in drafting the LLD and Deployment design document.

Broad outline of the Role

A core technical position that acts as a technical lead for contact center solution deployment, Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc. Requires expert level knowledge and understanding of architecture, applications, infrastructure, systems design and integrations. Responsible for Implementation, supporting customer / CFT at different stages during the customer delivery life cycle.

  • Minimum of 5+ years’ experience in Cisco contact center solutions Implementation and configuration and Support.
  • Strong working knowledge and Hands on in Contact center technologies like Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

  • Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
  • Minimum of 5+ years’ experience in Cisco contact center solutions Implementation and configuration and Support.
  • Strong working knowledge and Hands on in Contact center technologies like Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc

Other knowledge/skills

  • Strong passion for learning and teaching others
  • Outgoing personality.
  • Motivated and self-starting.
  • Ability to think creatively and come up with proactive ideas.
  • Strong problem solving skills
  • Must be able to communicate effectively and in a constructive manner with customers, management, peers and coworkers.

Concentrate on certain areas of technology driven by company technology objectives

Key Responsibilities

Technical Competencies

Strong working knowledge and Hands on in Contact center technologies like Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc
Call flow scripting or similar contact center application scripting experience 
Strong Expertise on VoIP, SIP (Session Initiation Protocol), ISDN.
Experience on Email / Chat and weRTC Solutions 
Experience with contact center reporting platforms 
Very Good understanding on IVR Call flows. 
Multimedia Applications (Chat, Email, SMS, Social Media Mining) 
Good knowledge on SQL Database. 
Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H.323). 
Good understanding on LAN / WAN / MPLS/ QoS
Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, etc. 
Strong knowledge in Recording solutions like Verint / NICE 

Knowledge / Skills

Communication Skills


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