CS Telecom & Tools Support Lead

HP · Bengaluru

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Description -

Job Summary
The role is responsible for telecom support within the Customer Care Centers within the following areas:

• Lead, own and manage regional contact center telephony operations and Genesys Cloud platform
• Drive telephony strategy, IVR design, routing, compliance, and telecom transformation initiatives
• Ensure high availability and performance of contact center voice infrastructure
• Serve as an SME for Genesys Cloud voice architecture and telephony services when working with cross functional teams

The role contributes to operational readiness planning, analyzes performance reports, analyzes new technology, and fosters a knowledge management culture. The role also works independently to resolve moderate scope problems and ensure alignment with business requirements & outcomes.
Responsibilities

• Administer Genesys Cloud sites, queues, routing profiles, architect flows, users, skills, and permissions etc.
• Design and optimize IVRs, call routing, business hours, overflow, and disaster recovery strategies
• Manage the PSTN, DID, toll-free numbers inventory for the supporting region
• Lead telecom projects, migrations, AI deployments (Sierra and Zoom) and voice modernization initiatives
• Ensure compliance with regulatory, GDPR, PCI, and call recording requirements
• Support incident management and troubleshooting by working closely with all Partners & HP Badged Sites
• Engages in collaboration with regions and global teams concerning service and support planning, implementation, and performance
• Assists in developing comprehensive short and long-term plans to support the operational readiness and success of production services
• Analyzes operational reports to monitor business infrastructure performance and optimize operational processes

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence
• Typically has 2-4 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field or an advanced degree with little or no work experience

• Basic understanding of Contact Center and Telecom Operations
• Understanding the HP CCC Footprint structure
• Experience supporting global multi-country contact center environments

Preferred Certifications
NA
Knowledge & Skills

• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Stakeholder Management
• Problem Solving
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills

• Effective Communication
• Results Orientation
• Collaboration
• Influencing
• Customer Centricity

Technical Skills

• Genesys Cloud and Basic knowledge of Architect Flows
• Queue Management, Skills-Based Routing, Call Recording, Reporting & Analytics. Access Management
• Knowledge of HP’s AI transformation strategy

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Responds to routine issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

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