Voice L3 - Noida

ConfidentialNoida, India

10 days ago

Job description

Troubleshoot all contact centeroperations related issues

Ensure ticketsare assigned to correct team

Update the ticket with resolutionremarks and close the ticketon time Contribute towards

Daily Performance Review

Managing all P1 / P2 &P3incidents during shift

Closure of all tickets withinSLA

Providing the RCA withinSLA or Workaround / Solution

Adherence- MonthlyCapacity planning reports

Pre & Post implementation review for all RFC's

Conducting minimum2 technical trainingsessions per month

Review & updateminimum SOPs per process Opening Problem Ticketfor all repeatedincidents

Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives

Advance Contact center Technical Operationswith strong hands-on :

Amazon Connect

Avaya communication managerseries version 6.x onwards

Avaya productslike Session Managers,System Managers, Media-servers, AES, gateways

Oracle Acme SBC's

Genesys Pure Cloud

Recording platforms - Verint version11.x -15.x , Nice version - 3.x to 6.x

Workforce Management platform- Verint, IEX or Aspect

Omni-channel, Chatbotand speech analytics

Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management

Provide and develop Planning,Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony.

Additionally, role requires; SIP, IP & TDM technologies

CTI technologies and integrations with various third party systems

Dialer technologies like, Genesys, AspectUnified IP and or Avaya.

Knowledge on omni-channel, digitaland analytics

Should have fair understanding of Network basics,additional certifications in voice / networkstream would be beneficiary.

Skills Required

speech analytics, Amazon Connect, Ip, Sip, Aspect

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