Job Description

Posting Description:

Job Title-

Contact Center Telecom Specialist

Position type-

Full Time

Work Location-

Delhi NCR/Bangalore

Shift Time -

12PM-9PM

People Manager role:

No

Required education and certifications critical for the role-

Any Graduate or Post-Graduate (full time)

Required years of experience -

3-5 years of relevant experience

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.


As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

Our global contact center operation has 4,000+ agents supporting customers across all major regions, including APAC, EMEA, and North America. We handle large interaction volumes across multiple channels and time zones, ensuring high-quality, consistent service around the clock.
We run our contact center primarily on NICE inContact, leveraging its capabilities for routing, reporting, workforce optimization, and quality management. This enables us to take a data-driven approach to performance, focusing on service levels, customer satisfaction, and operational efficiency.The Telecommunications Approvals & Migration Specialist will play a key role in this environment by:Managing telecom migration projects across multiple regions and business units Owning and coordinating the

approvals workflow

for telecom and contact center changes Maintaining clear and complete

project documentation

and change records Partnering with operations, network/telecom engineering, and contact center technology teams to plan and execute migrations with minimal disruption Leveraging NICE inContact and related telephony tools to support routing, configuration, and cutover activities.


This role is central to ensuring that our global contact center telephony ecosystem remains modern, reliable, and aligned to business needs while changes and migrations are delivered in a controlled, well?governed way.

GENERAL DESCRIPTION OF ROLE:

We are seeking a Telecommunications Approvals & Migration Specialist to manage telecom migration projects across multiple regions. The ideal candidate will have experience in approvals workflow, project documentation, and leading technology migrations within a global organization.

JOB RESPONSIBILITIES

:Serve as liaison between internal teams, vendors, and leadership for telecom projects. Oversee project intake, requirements documentation, and review of project scope. Ensure vendor migrations comply with company standards. Develop and maintain standardized technical processes. Create and execute detailed project and migration plans. Keep thorough project records and manage knowledge transfers. Provide regular updates and escalate issues as needed. Lead testing, go-live preparation, and smooth project transitions. Identify process improvements and document lessons learned.

SKILLS/COMPETENCIES REQUIRED

:


Work with IT specialists, contact center operations, and business stakeholders across multiple regions to develop structured project and migration plans. This includes outlining clear timelines, defining roles and responsibilities, identifying risks and dependencies, and ensuring alignment with business objectives. Plans should address the unique needs of global Contact Centers, such as coordinating rollouts across different time zones, planning for language and regulatory considerations, and ensuring minimal disruption to live customer service operations during transitions. Regularly engage with regional teams to validate readiness, test new systems or processes, and adjust plans as needed for seamless implementation.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.


Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!


Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.

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