Manager - Technology (CRM & Contact Centre Systems)

GA Digital Web Word Pvt. Ltd. is hiring a Manager - Technology for deployment at the Unique Identification Authority of India (UIDAI), Headquarters, New Delhi.

The role owns the technology stack behind Aadhaars resident grievance and query ecosystem - CRM implementation, the Avaya communication system, SMS and USSD gateways, and the integrations that connect them to the wider UIDAI ecosystem.

• Position: Manager - Technology (Band E, PMU)
• Location: UIDAI Headquarters, New Delhi (On-site)
• CTC: Rs. 14.00 lakhs to Rs. 26.00 lakhs per annum (Band E - PMU, as per prevailing HR Policy)
• Engagement: Contractual, through GA Digital Web Word Pvt. Ltd.
• Key Responsibilities

• Manage and implement CRM projects, including adherence to UIDAI SDLC, preparation of concept notes / BRD / IAD, facilitating solution design and POCs, monitoring development, and facilitating QA / testing / UAT and documentation.
• Coordinate with Aadhaar ecosystem stakeholders and partners and capture all functional requirements for the CRM implementation.
• Manage the Avaya communication system and SMS gateways.
• Extend the CRM application to all required internal and external stakeholders for end-to-end resolution of grievances and queries.
• Own technical integration (API based or otherwise) of the CRM system with all dependent systems in the UIDAI ecosystem.
• Own the RFP process including preparation, bid evaluation, formulation of SLA methodologies, vendor on-boarding and invoicing.
• Manage data migration, transformation, cleaning, reconciliation and data defect resolution.
• Ensure end-to-end, real-time SMS delivery and service availability through close coordination with the service provider (on-boarded NICSI gateway), Netcore system, Tech Centre, MSP and telecom service providers.
• Monitor the operation of SMS and USSD services; analyse process data and prepare MIS reports.
• Analyse queries, complaints and grievances from residents and civil society organisations and suggest resolutions.
• Own monthly SMS estimation, operation, maintenance and monitoring of daily KPI reports.
• Review SMS audit and Information Security (IS) policy compliance as per guidelines.
• Assess the effectiveness of the existing grievance redressal mechanism, including call centre operations and the CRM solution, and suggest improvements.

Eligibility (Mandatory)

• Education: B.E. / B.Tech / M.Tech / MCA / MBA
• Minimum 7-8 years of relevant IT industry experience.
• Minimum 3 years of experience in project management.
• 3-4 years of experience implementing CRM and call centre related applications and infrastructure in a reputed organisation, preferably open source based CRM or MS Dynamics CRM.

Desirable (Added Advantage)

• 2-3 years of experience with Avaya Communication Systems and Toll Free Number operations.
• Experience in e-Governance projects, including an understanding of government processes, RFPs, contract and vendor management.
• Experience in inbound / outbound SMS and USSD services, SMPP platform, SMS gateway and related data analytics.

How to Apply

Apply through LinkedIn, or email your updated CV along with your current CTC, expected CTC and notice period to [HIDDEN TEXT]