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Lead - ContactCenter
Intertec Softwares Pvt Ltdmumbai, India17 hours ago
Job descriptionMinimum 5 years of experience in a similar role within an SI Company. Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer. Experience with Contact Centers technologies, networking and voice Ability to analyze problems and provide robust solutions. Strong understanding of monitoring networks and Contact Center Applications, Excellent communication, and organizational skills. Relevant industry certifications (Contact Centers, Microsoft Technologies, Network,). Technical and business communication technical skill in Network, Voice and Contact centre People management and team leadership Good Communication ability to communicate and articulate the message effectively and engage the person / s well during the conversation. Customer service and relationship management. Problem Solving ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees. Passion for Results Demonstrate the sense of urgency to deliver results
RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES) :
Responsibilities :
- Responsible to lead A team for Contact Center with project delivery and solar-wind (total observability software of IT assets) projects.
- Handle Level 2 and L3 troubleshooting for Contact Centers, , VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
- Handle SolarWinds implementation and support
- Pre-sales support on above solution areas as well as preparing SOW
- Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
- Provide problem resolution, Root Cause Analysis, and Action Plans.
Requirements :
TECHNICAL SKILLS / COMPETENCIES :
MANDATORY
SOFT SKILLS : MANDATORY
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Lead • mumbai, India
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