Contact Center Specialist
Orange Business Services
Gurugram, India
9h ago

key accountabilities

  • Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network
  • Liaise with the other OBS groups to resolve contact center faults on the network.
  • Log and track faults for voice customers and provide progress update reports until resolution
  • Liaise with next level for fault escalation and resolution.
  • To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed.
  • To ensure the correct analysis and classification of each fault as it occurs on the network
  • To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
  • To accept Tickets and able to work with other groups and organization to resolve problem within set times.
  • Any other tasks or projects relevant to job as assigned by the group manager
  • Activate chronic procedures to next level and Service Managers as necessary
  • about you

    knowledge and abilities

  • Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal
  • Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
  • Knowledge on scripting of Voice XML, PHP & Java
  • Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
  • Cosmocom contact center knowledge would be added advantage
  • Working experience on different dialogic crads and Voice Gateways used in CC.
  • Configuration of E1 / T1 and understanding of related protocols (ISDN & SIP)
  • Experience on Windows 2000 / 2003 and Linux / Unix
  • Knowledge on database (mysql, mssql& oracle) and SQL
  • Qualified on Network, LAN / WAN topologies and protocols
  • Ability to carefully plan and co-ordinate work according to a demanding time schedule
  • Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
  • Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
  • Ability to work under pressure.
  • Ability to deal with multiple tasks.
  • Presentation / Report writing skills
  • Excellent problem solving skills are necessary.
  • Proactive, self motivated and determined attitude
  • Flexibility in terms of working hours.
  • English language proficiency required second / multiple international language(s) proficiency beneficial.
  • Education, qualifications, and certifications

  • Engineering degree in telecommunication or Equivalent
  • Formal certifications or trainings (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)
  • Experience

  • Strong experience in telecommunications with 3-5 years technical
  • Relevant experience should be 3-4 years
  • department

    Customer Services & Operations

    Regular

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