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Associate Director - Mobile and Voice Engineering

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Date: 25-Sep-2022

Location: Herndon, United States

Company: Tata Communications

Purpose - Broad objective of the role

Job Requisition ID - 301480

Under supervision, lead technical discussions with customers, for InstaCC Global Solution presentation, to gather their technical requirements, processes, their backend systems to integrate with contact center, to propose solutions that meet their requirements. Give customer presentations, solution demo with expert knowledge of TATA Communications’ InstaCC global solution offering, best practices used, third-party solution integrations and product roadmap. Design Technical solution for end-to-end components, network, custom solutions / integrations and decide migration strategy with customer  for implementing all InstaCC Global opportunities. Conduct POC (Proof of Concept) for new customers by defining POC scope, success criteria and relevant test plan. Conduct live demonstrations for various InstaCC Global Product features and functionalities in accordance with use cases and customer requirements. Work with vendors on solution designs for their respective components and solutions, prepare Bill Of Materials. Provide valuable feedback on roadmap or future enhancements. Work with CDA , SCM, Finance teams to provide Capex and operational expenditure (Opex) costs for building business cases and support for  commercial proposals. Propose solutions to customers applying advanced knowledge of TATA Communications’ monitoring tools (Monilith, Solar Winds, Nimsoft), ticketing tools (Remedy), and backend billing solutions. Plan and design the InstaCC Global Platform. Prepare designs for new POP (Point of Presence) or custom features. Provide design layout, HLD, LLD with configuration inputs for on-boarding new customers onto the InstaCC Global Platform. Represent TATA Communications in expositions, conferences, and business meetings as InstaCC Global Product Engineering Specialist. Validate custom solutions proposed for multiple Contact Center OEM products in the lab for complex integration scenarios and finalize the integration methodology and use of these results for solutioning. Work on new product introduction initiatives to roll-out complete technical feasibility and design plans. Work with cross-functional teams on customer onboarding and post-Go Live SLA governance/support to operations for troubleshooting of issues faced by customers in Day -2. Analyze the day-2 production issues and use best practices for future opportunities to avoid repeat issues or failures. Train the U.S. region Pre-Sales team, including Solution Engineers and Business Development Managers on InstaCC Global product’s capabilities and how to position it to customers. Upgrade knowledge on new technologies, enhancements and industry trends, utilize this knowledge in building or enhancing InstaCC Global product capabilities. 20% travel required to various unanticipated client sites nationwide. Telecommuting permitted. 

Location: Herndon, Virginia, United States (and various unanticipated client sites nationwide)

 

SCHEDULE:

M-F, 40 hrs/week

Size and Scope of Role - Financial

The position requires a bachelor’s degree, or foreign equivalent, in Telecommunications, Electrical Engineering, Electronics Engineering, or a related field of study and ten (10) years of relevant experience. Alternatively, the company would also accept a Master’s degree in Telecommunications, Electrical Engineering, Electronics Engineering, or a related field of study and eight (8) years of relevant experience. Experience must involve eight (8) years in the following: Contact Center technologies, including Architecture, features, functions, call routing and integrations with 3rd party solutions; contact center solution of OEM s – Cisco (UCCE, HCS- CC), Enghouse CCSP (Cosmocom CCU) technologies; VOIP technologies and protocols – SIP, H.323 and troubleshooting; capturing customer requirements to design contact center solution for Hosted services for Contact Center, Network, Data center infrastructure, integrations of 3rd party solutions, reporting solution and service monitoring for service assurance; recording solutions used in the contact centers – Verint, Nice, Calabrio; providing solution to customers for recording, Quality Monitoring, WFM needs of customer; components to conduct Presales technical discussions, Solution Demo or POC (Proof of Concept) for the prospect customers; network security aspects, including encryption of calls, recordings by integration with contact center platforms; creating High Level Design, Low level Design documents for the technical solutions provided to customers for their on-boarding, involving end to end solution, network configurations, integrations, reports; design Bill of material for the customer’s solution, estimates on the capital expenditures and support for commercial proposals to customers; and digital Channels integration including Chat, Email and Virtual Assistant with Contact Center. Must have a certification in Cisco and Enghouse (Cosmocom) Contact center technologies. 20% travel required to various unanticipated client sites nationwide. Telecommuting permitted.


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