Director, Telecommunications, UC and UCCE
TTEC
Hyderabad, Andhra Pradesh, India
6d ago

When everything's connected, how we connect is everything and we'd like to connect with you too! We are looking for you to help us deliver exceptional customer experiences as a Director, Telecommunications, UC & UCCE .

At TTEC, we help global brands provide a great experience to their customers, build customer loyalty, and grow their business.

We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone.

Your role brings that principle to life.

TTEC, a 50,000 employee, global customer experience pioneer, is opening a new information technology and data science center of excellence in Hyderabad where you'll have the opportunity to get in on the groundfloor of this expansion.

As a technologist, we know you’re in high demand. And we know it’s important you find the right fit for your future. Have ideas you want to contribute?

We’re listening. Looking for exposure to different clients, different technologies? It’s what we do. Want to make an impact on the future?

We’re innovating every day. Teamwork key? You'll have the opportunity to work on global projects with a knowledge-thirsty, international team.

Join our inclusive IT team and you’ll help create meaningful employee experiences that drive memorable customer experiences.

What you’ll be doing

As a leader of our COE you will provide team direction and drive the strategic build out of the complex CX solutions including design, architecture and delivery methodology and support framework.

  • Leverage your design and implementation experience working with full-life cycle Cisco networks, Unified Communications and contact center project integrations to deliver our best in class cloud CX offering.
  • Oversee the team’s activities in performing CX Implementations.
  • Establish design, architecture and Implementation standards for the COE.
  • Leverage your thought leadership to build a delivery methodology in order to meet client expectations and deliverables.
  • Cohesive approach when partnering with segment practice areas and leaders.
  • Proactively provide consistent and frequent project status updates and project issues to assigned project managers
  • Excellent documentation, presentation, and problem-solving skills
  • Lead, coach, and mentor teams to foster career growth and development.
  • Work with Talent acquisition to continue to recruit and hire talent.
  • What you’ll need to be successful

  • 10+ years of experience working with end to end complex systems implementations and integrations leading a high performing delivery team.
  • 5 to 10 years of experience in a leadership or management role within the technology industry
  • 10+ years designing, architecting and implementing complex Cisco Unified Communications solutions with Cisco Unified Communications Manager (UCM) (CallManager), Cisco Unity Connection, Instant Messaging and Presence (Jabber), WebEx, and Cisco Emergency Responder.
  • Experience with CX 3rd party solutions a plus. (Verint, Calabrio, Nuance etc)
  • Understanding of CX based application development solutions. (Desktop Integration, IVR, AI Solutions, Q&A)
  • Demonstrated ability to lead, mentor and manage technical project teams
  • Excellent documentation, presentation, and problem solving skills
  • Excellent communication skills and client-facing skills
  • Prior project lead experience or team leadership skills required
  • Excellent communication skills and client-facing skills
  • Minimal travel but ability to work flexible hours and or ability to telecommute / work remotely during various phases of the project lifecycle to support Global Projects.
  • Nice to haves

  • Multi-site contact center system s integration experience with Cisco Unified Contact Center Enterprise (UCCE)
  • Experience with Unified Customer Voice Portal (CVP) and VXML Gateways
  • Experience with Unified Contact Center Express (UCCX)
  • Immersive Telepresence, VCS and Collaboration Endpoints.
  • Call Center or Contact Center knowledge or consulting experience
  • Knowledge of Cisco Hosted Collaboration Solutions for both UC and Contact Center
  • Cisco Certifications : CCIE Routing and Switching, CCNP for Routing and Switching, CCIE Voice, and / or CCNP Voice (CCVP) is a plus
  • Lead Everyday

  • Do the Right Thing
  • Reach for Amazing
  • Seek First to Understand
  • Act as One
  • Live life Passionately
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