Customer Support Telecom and Tools Support Lead

Overview

Lead regional contact center telephony operations and the Genesys Cloud platform, driving telephony strategy, IVR design, routing, compliance and telecom transformation within HP's Customer Care Centers.

What you'll do

• Lead, own and manage regional contact center telephony operations and the 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.
• Administer Genesys Cloud sites, queues, routing profiles, architect flows, users, skills, and permissions.
• 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 and HP Badged Sites.
• Engage in collaboration with regions and global teams concerning service and support planning, implementation, and performance.
• Assist in developing comprehensive short and long-term plans to support the operational readiness and success of production services.
• Analyze operational reports to monitor business infrastructure performance and optimize operational processes.
• Contribute to operational readiness planning, analyze performance reports, analyze new technology, and foster a knowledge management culture.

What you'll need

• Four-year or Graduate Degree in Business Administration, or any other related discipline, or commensurate work experience or demonstrated competence.
• Typically 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 of the HP CCC Footprint structure.
• Experience supporting global multi-country contact center environments.
• Genesys Cloud and basic knowledge of Architect Flows.
• Queue Management, Skills-Based Routing, Call Recording, Reporting and Analytics, Access Management.
• Knowledge of HP's AI transformation strategy.
• Agile Methodology, Analytics, Data Analysis, Key Performance Indicators (KPIs), Project Management, Stakeholder Management, Problem Solving.
• Effective Communication, Results Orientation, Collaboration, Influencing, Customer Centricity.

Details

• Location: Bengaluru, Karnataka, India.
• Full time, services schedule.
• No shift premium (India).
• Travel: not specified. Relocation: no.
• Impacts immediate team; resolves routine issues within established guidelines and works independently on moderate scope problems.