Senior Manager - Telecom

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Job description

Roles & Responsibilities

• Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
• Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
• Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
• Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
• Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
• Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
• Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.

Technical Expertise:

• Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
• Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
• Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
• Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
• Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
• Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
• Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.

Qualifications

• Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
• Five years or more experience asset and logistic staff
• Experience in logistic packing and shipment of assets.
• Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
• Proven ability and experience in executing strategic asset management processes successfully
• Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
• Strong vendor management and negotiation skills
• Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
• Possess bachelor’s degree in information technology, computer science, or business administration, or in other related fields
• Strong ability to carry out assigned tasks independently with little supervision
• Excellent at performing multiple tasks at the same time without erring
• Excellent communication and interpersonal skills
• Any related certification will be added advantage

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.