About MBRDI

Mercedes-Benz Research and Development India (MBRDI), headquartered in Bengaluru with a satellite office in Pune, is the largest R&D center for Mercedes-Benz Group AG outside of Germany. Our mission is to drive innovation and excellence in automotive engineering, digitalization, and sustainable mobility solutions, shaping the future of mobility.

Job Title: Service Delivery Manager – Enterprise Telephony, Contact Center

Location: Bangalore

Position Summary:

We are seeking a highly skilled individual to join our team as a Service Delivery Manager. This role requires proficiency in Genesys PureCloud, coupled with the ability to manage service delivery for MS Teams Telephony, Genesys PureCloud, and Unify OpenScape platforms. The ideal candidate will possess extensive expertise in these systems to design, implement, and optimize solutions tailored to meet the needs of our clients.

Key Responsibilities:

Solution Design:

•           Collaborate with clients to understand their business requirements and design tailored solutions using Genesys PureCloud, MS Teams Phone System, and Unify OpenScape platforms.

•           Develop detailed implementation plans and timelines, ensuring smooth deployment and integration of telephony systems.

Technical Expertise:

•           Serve as a subject matter expert on Genesys PureCloud, MS Teams Phone System, and Unify OpenScape platforms, staying updated on the latest features, updates, and industry trends.

•           Conduct thorough technical assessments and provide recommendations for system enhancements and optimizations.

•           Troubleshoot complex technical issues.

Project Management:

•           Lead project planning and execution activities, including resource allocation, risk management, and stakeholder communication.

•           Monitor project progress against established timelines and milestones, identifying and addressing any deviations to ensure successful delivery.

•           Coordinate with internal teams and external vendors to ensure seamless collaboration and alignment with project objectives.

Client Relationship Management:

•           Establish and maintain strong relationships with clients, serving as the primary point of contact for solution implementation and ongoing support.

•           Conduct regular meetings with clients to provide updates on project status, gather feedback, and address any concerns or issues.

•           Anticipate client needs and proactively identify opportunities to enhance the value of telephony solutions through additional services or features.

Qualifications:

•           Bachelor's degree in Information Technology, Computer Science, or a related field.

•           6-9 years of experience in designing and implementing solutions for atleast any 2 of the below products.

·       Genesys PureCloud,

·       MS Teams Phone System

·       Unify OpenScape platforms.

•           In-depth knowledge of telephony systems, VoIP protocols, and contact center operations.

•           Strong project management skills with the ability to lead cross-functional teams and deliver projects on time and within budget.

•           Excellent communication and interpersonal skills, with the ability to effectively engage with clients, vendors, and internal stakeholders.

•           Certification in Genesys PureCloud administration or equivalent is highly desirable.

Why Join Us?

• Be part of a purpose-driven organization that is shaping the future of mobility
• Work on cutting-edge technologies and global projects
• Thrive in a collaborative, diverse, and inclusive environment
• Access world-class infrastructure and continuous learning opportunities

Equal Opportunity Statement

At MBRDI, we are committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of gender, background, or ability.