Designer Customer Contact - Bengaluru, Karnataka, India - BT Group

BT Group

Verified Company

Bengaluru, Karnataka, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Designer Customer Contact

Job Req ID:16563
Posting Date:1 Sep 2023
Function:Customer Service
Unit:Business
Location:Marathahalli Outer Ring Road,, Bengaluru, India
Salary:Competitive- Job Req ID:
Posting Date: 1-September-2023- Function: Technical Service Design- Location: Gurugram- Salary: Competitive
Accountabilities:

Create technical documents-HLD/LLD's and for high profile and/or critical network changes on major BT core platforms and/or customer bids; accountable for managing technical risk for major platforms.
Understand and Provides technical inputs for network designs for multiple platforms and/or solutions and/or customers
Develops design patterns across multiple domains.
Responsible for establishing design best practice within a unit.
Responsible for estimating the time and type of resource needed to support deliverables for complex, high impact and high value projects.
Drives Right First Time solutions and leads lessons learned
Proposes technical strategy to customer solutions factoring in high impact and high risk as appropriate.
Drives efficiency and scalability through the reuse of network designs and accountable for the design whilst it is deployed across the overall customer solution.
Leverages technical resource/s as required to deliver the solution.
Design to leading edge high impact and high customer solutions
Decides on the time and type of resource needed to support deliverables for complex, high impact and high value projects.
Get approval for complex solutions and/or platform designs.
Decides on network models for design testing.
Decides on approach to resolving customer affected issues to leading edge high impact and high risk customer solutions, as appropriate.
Resolves inlife issues to high risk and high impact customer solutions, as appropriate
Decides how to reuse network designs.
Decides on implementation approaches of technology related transformation activity.

Skills Required:

Create technical design documents
Ability to support multiple customer domains across one or more technologies
Provides strong influence on senior stakeholders in terms of technical direction of platforms, which will influence commercial direction.
Provide detailed information on any qualifications, technical expertise or security clearance that you will need for the job. (See example statements below).
Cloud Solutions
Customer Contact

Tasks & Responsibilities

Design of the respective customer solutions, including the associated services, preparation of the associated effort and cost calculations as well as quality assurance of complex customerspecific solutions.
Preparation of customer documentation and the corresponding offer documents
Presentations of the solution concepts to customers/partners at the management level
Further development of solution scenarios
Preparation of documentation for multiple integrated solutions

Requirements:

7+ years of experience and distinct knowledge in the area of CCaaS solutions,
preferably for Genesys Cloud, Cisco WebEx CC/CCE, Amazon Connect. Alternatively for example Nice InContact, Five9, or similar experience is highly appreciated.
At least 12 years in an equivalent role as Solution Designer/ Consultant for Communication & Collaboration or comparable IT area.

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Very good exposure experience on Genesys or Cisco WebEx or any CCaaS solution design and delivery.

Bachlor's degree and several years of professional experience in the field of communication or CCaaS/ITservices
Good customer profile with strong communication and negotiation skills
Strong presentation and demo skills, also to be able to conduct customer workshops
Good ability to work in a team, and experienced in working with international teams is very helpful
Very good control on English as business communication language.
Able to deliver significant stakeholder influence to resolve problems. Expected to give technical guidance to others to help resolve issues outside of the domain of the role.
Provides technical leadership to senior internal stakeholders and customers regarding the overall future platform and/or customer solutions.
Acts as a point of contact for technical expertise to advise senior stakeholders, internal and external.

Experience Required:

Expert user of design tools; seeks opportunities to develop new design tools for BT, and for external adoption.
Makes authoritative recommendations on design tools and processes for customer solutions, where appropriate.
Able to solve problems typically specific to leading edge high impact and high risk customer solutions.
Able to solve complex and unknown problems that may lie outside the domain of the role. Problems may impact a single customer solution supporting multiple services. The most complex problem will be platform wide, impacting multiple services (and include multiple vendors) or cros