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Manager / Asst. Manager – CTI Administration

Manager / Asst. Manager – CTI Administration

ConfidentialGandhinagar
30+ days ago
Job description

WHAT YOU'LL BE DOING :

  • Lead the end-to-end management of CTI systems, including implementation, configuration, and troubleshooting.
  • Collaborate with cross-functional teams to integrate CTI solutions with CRM systems and other enterprise applications.
  • Manage vendor relationships, ensuring SLAs are met and technological advancements are leveraged.
  • Oversee CTI-related projects, including system upgrades, migrations, and new deployments.
  • Ensure system reliability, availability, and performance through proactive monitoring and maintenance.
  • Develop and maintain technical documentation, including architecture diagrams, configuration guides, and SOPs.
  • Provide technical leadership and mentorship to the CTI team, fostering continuous improvement and professional growth.
  • Identify opportunities to enhance call center efficiency through automation, AI integration, and advanced analytics.
  • Worked with CTI Platforms like GrupoNGN CloudComm, Unify OpenScap Contact Center, Avaya, Five9, Nice InContact, Bright Pattern, or Cisco UCCE.
  • Familiarity with implementation of IP Telephony and Dialer applications.
  • Knowledge of building Campaigns, Queues, Call Control Scripts, and IVR into the Dialer system.
  • CTI solution design, development, and maintenance.
  • Integration of various CTI solutions to the contact center architecture.
  • Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega, etc.
  • Call Control Scripts development and enhancement.
  • Administration of management tools.
  • Creation and maintenance of queries (SQL knowledge required).
  • Generation of historical and real-time database reports.
  • Knowledge of call center operational dynamics related to CTI, Enterprise Reporting, and solving call center-related issues.
  • Integration of custom-developed and third-party provided software, IVR, Call Center, and database integration with the CTI infrastructure.
  • Train, supervise and evaluate staff performance.
  • Evaluation of Process at regular intervals to ensure learning objectives and development standards are achieved
  • Knowledge of all job areas spanning across departments.
  • Develop and maintain relationship with peers across departments.
  • Process Improvement Initiatives.
  • Achieves required KPI's and plans process improvement activities.

WHAT WE EXPECT YOU TO HAVE :

  • Bachelor's degree in computer science, Information Technology, or a related field; Master's preferred.
  • Minimum of 5-7 years of experience in CTI, with at least 2 years in a managerial role.
  • Strong knowledge of CTI platforms (e.g., Cisco UCCE / PCCE, Avaya, Genesys, GrupoNGN CloudComm, Unify OpenScap, Five9, Nice InContact, Bright Pattern).
  • Experience with CRM integrations (Salesforce, Microsoft Dynamics, Pega, etc.) and APIs.
  • Proficiency in scripting languages (e.g., JavaScript, Python) and database management (SQL).
  • Familiarity with IP Telephony, Dialer applications, Campaigns, Queues, Call Control Scripts, IVR systems.
  • Excellent problem-solving skills, project management capabilities, and attention to detail.
  • Strong leadership, communication, and stakeholder management abilities.
  • Complex voice network design and numbering plans for multiple locations.
  • Call center configurations including VDNs and Vectors, understanding of switch / routing (vector-based call routing).
  • Computer Telephony Integration (CTI).
  • Complex call center configurations.
  • VoIP Trunking (SIP / H.323).
  • Dialer systems.
  • SQL.
  • TURN / STUN Protocol.
  • WebRTC.
  • Windows Server Failover Cluster.
  • Call Accounting.
  • Telephone Wiring.
  • IVR / VRU.
  • Experience with SIP, SBCs, VoIP, QoS, CoS, VLAN, etc.
  • Experience with Network Protocols (TCP / IP, Ethernet, SNMP, etc.).
  • Must have experience working in multi-site and hybrid configurations of enterprise-level IP and TDM environments.
  • Knowledge of cloud-based telephony solutions (AWS Connect, Twilio, etc.).
  • Experience with workforce optimization tools, IVR design, and AI-driven call routing.
  • ITIL certification or knowledge of IT service management best practices.

    • CERTIFICATIONS :

    Certification from any of the following will be an added advantage :

  • Avaya Certified Implementation Specialist (ACIS).
  • Certification Partners Convergence Technologies Professional (CTP).
  • Digium Certified Asterisk Professional (dCAP).
  • CCNP Collaboration : Cisco Certified Network Professional Collaboration.
  • Any certification by the above-mentioned CTI platforms.

    • Skills Required

    call accounting , Ccnp, Sql

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