SME-Order Management-Voice

Cognizant; Chennai; Hybrid; INR 1,100,000 - 1,600,000; Full time

Job summary

Cognizant Technology Solutions Corporation is seeking a Senior SME for Order Management Voice to manage complex telecom orders and end-to-end order-to-cash workflows for global customers in a hybrid work model. The role focuses on accurate order capture validation, fulfillment, and continuous process improvements to enhance service quality.

The specialist will coordinate with cross-functional teams, ensure compliance and data integrity, and drive improvements to order handling and customer

Qualifications

• 5–8 years of hands-on telecom order management experience.
• Understanding of end-to-end order-to-cash workflows.
• Practical knowledge of customer experience offerings.
• Familiarity with store operations concepts where applicable to telecom orders.
• Proficiency with enterprise order management and case management tools.
• Clear spoken and written communication.
• Strong analytical and problem-solving skills.
• Flexibility to work day shift in a hybrid model across time zones.

Responsibilities

• Manage end-to-end telecom order management and ensure timely fulfillment across the order-to-cash cycle.
• Process orders by interpreting telecom product configurations and applying business rules.
• Monitor order queues and resolve discrepancies within agreed timelines.
• Handle voice-based customer calls and document updates in the system of record.
• Perform root cause analysis on failed or delayed orders and propose improvements.
• Coordinate with billing to align order data for revenue recognition.
• Collaborate with provisioning, logistics, and technical support teams to track milestones.
• Ensure that orders reflect promised service levels and communication standards.
• Prepare daily/weekly order performance reports for operational reviews.
• Support SOP updates and process documentation for new products/workflows.
• Share insights from recurring issues to drive tool/process enhancements.
• Maintain audit trails and data privacy/quality controls in order handling.
• Deliver high-quality service in a hybrid work model and mentor new team members.

Skills

Order management

Telecom orders

Voice support

Customer experience

Analytical skills

Problem solving

Cross-functional

Data analysis

Job description

Job Summary

The role of SME Order Management Voice focuses on managing complex telecom orders and end to end order to cash workflows for global customers in a hybrid work model. The specialist will ensure accurate order capture validation and fulfillment while safeguarding customer experience offerings and supporting continuous process improvements that enhance operational efficiency and service quality.

Responsibilities

• Manage end to end telecom order management activities by validating order details coordinating with internal teams and ensuring accurate and timely order fulfillment across the order to cash cycle.
• Execute customer specific order processing steps by interpreting telecom product configurations and applying business rules to prevent errors and rework.
• Monitor order queues and voice based requests by prioritizing critical cases and resolving order blocks or discrepancies within agreed timelines.
• Handle voice based customer and stakeholder calls by capturing requirements clarifying order information and documenting all updates in the system of record.
• Perform root cause analysis on failed or delayed orders by identifying process gaps and recommending corrective actions that improve order quality.
• Collaborate with billing and finance partners by aligning order data with invoice requirements to ensure accurate revenue recognition in the order to cash workflow.
• Coordinate with provisioning logistics and technical support teams by tracking order milestones and proactively addressing issues that can delay service activation.
• Apply customer experience offerings guidelines by ensuring that each order reflects the promised service levels commitments and communication standards.
• Prepare daily and weekly order performance reports by summarizing volumes cycle times and defects to support operational reviews.
• Support process documentation and standard operating procedures by updating work instructions when new telecom products or workflows are introduced.
• Contribute to continuous improvement initiatives by sharing insights from recurring order issues and suggesting practical enhancements to tools or processes.
• Utilize case management and order management tools by maintaining accurate status updates and ensuring complete audit trails for all customer orders.
• Adhere to compliance data privacy and quality standards by following defined checks and controls in every order handling activity.
• Deliver high quality service in a hybrid work model by effectively managing time coordinating with on site and remote teams and maintaining strong communication using digital collaboration channels.
• Provide mentoring support to new team members by sharing best practices in telecom order handling and customer communication focused on consistency and accuracy.

Qualifications

• Possess five to eight years of hands on experience in telecom order management with strong exposure to complex order capture validation and fulfillment activities.
• Demonstrate solid understanding of end to end order to cash workflows including order entry provisioning coordination billing alignment and issue resolution.
• Exhibit practical knowledge of customer experience offerings by applying customer centric thinking to improve interactions communication and service outcomes.
• Apply working familiarity with store operations concepts such as inventory alignment and point of sale coordination when applicable to telecom orders.
• Show proficiency in using enterprise order management and case management tools while maintaining high levels of accuracy and attention to detail.
• Communicate clearly in voice based and written interactions with customers and internal stakeholders using structured and professional language.
• Display strong analytical and problem solving skills by interpreting data identifying patterns of failure and proposing realistic process improvements.
• Maintain flexibility to work in a day shift hybrid model while collaborating effectively with cross functional teams across different time zones when required.

Certifications Required

ITIL Foundation certification or equivalent service management credential preferred for telecom order management professionals.