GMV Complex Ops Specialist

Role overview

GMV Complex Ops Specialist at BT Group India

Own the operational relationship for a small portfolio of key global voice customers.

Responsibilities

• Develop and maintain a detailed technical understanding of each customer's voice estate and how their traffic is delivered.
• Deliver agreed service governance and ensure actions, risks and service improvements are managed through to completion.
• Act as the operational escalation point when customer service is at risk.
• Coordinate technical and operational teams during complex incidents and drive issues through to resolution.
• Proactively review service performance, incidents and trends to identify risks and improvement opportunities.
• Support customer migrations, changes and service improvements from an operational perspective.
• Maintain accurate customer technical documentation and share knowledge across the wider Customer Advocate team.
• Work within a shared Advocate model, providing cross-account support and continuity when other advocates are unavailable.
• Represent the customer's operational priorities internally and ensure customer impact is understood during incidents and changes.
• Essential Skills / Experience 5+yrs experience with below skills
• Strong customer relationship and communication skills, with confidence managing service and technical escalations.
• Good understanding of Global Managed Voice services and customer call setups, including SIP, GSIP, ICG, PSTN, call routing, numbering, Webex, Genesys, Five9, CCaaS/CaaS and other cloud contact centre solutions.
• Ability to take ownership of complex issues and drive them through to resolution.
• Strong incident and escalation management skills, particularly for business-critical services.
• Ability to manage multiple customer accounts, priorities and actions effectively.
• A proactive approach to identifying service risks, trends and improvement opportunities.
• Strong problem-solving and analytical skills to understand issues and their customer impact.
• Ability to work collaboratively across technical and operational teams to achieve the right customer outcome.
• Confidence communicating technical information clearly to both technical and non-technical audiences.
• A commitment to knowledge sharing and continuous improvement across the shared Customer Advocate team.
• At BT International, our purpose is to keep the world connected.
• As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations.
• Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.
• With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience.
• Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.
• If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Employment details

• Location: Bellandur, Bengaluru
• Salary: Competitive About the role The Customer Advocate provides operational ownership for a small portfolio of key global voice customers as part of a shared Customer Advocate model.
• Each advocate develops a strong understanding of their customers' voice estate, traffic flows, service configuration and operational dependencies, while working closely with the wider team to share knowledge and provide continuity of support.
• The role owns service governance, operational performance and technical escalations, acting as the link between the customer and our technical teams.
• When service is at risk, the Customer Advocate coordinates the response and provides clear ownership through to resolution.
• Unlike traditional account management or service desk functions, the role brings together customer relationship ownership and technical understanding.
• The shared model provides customers with clear accountability while also giving them access to the knowledge, experience and resilience of the wider Customer Advocate team.
• Location: Bellandur [India]

Additional role details

• Job Req ID: 63630 Posting Date: 14-Oct-26 Function: Engineering