experience in Contact center.
The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
A Deep understanding of telephony platforms, both Traditional TDM and IP Telephony (Genesys.)
Managing IVR and contact center infrastructure.
Must work with confidence under limited supervision and provide detailed reports
Conduct regular maintenance of Telecommunication systems and other contact center infrastructure equipment's.
Manage disaster recovery of Telecommunication infrastructure and installations.
Manage capacity planning for all telephony services and equipment and setting up Telecommunication infrastructure.
Regularly review open issues and action items with the internal and external parties.
Coordinates and supports field personnel regarding installation of hardware / software on various platforms.
Vendor communication / relationship. Experience on Nortel, Avaya, Cisco and Aspect UIP ACD's
Voice Recording for TDM & IP PABX's
Familiar with Voice Bio and Nuance Products
Detailed network knowledge.
After hours on-call support is required. These hours can be unpredictable at times.
Skills Genesys desktop development experience and preferred language is C#.
General Business Hours - 09 : 00 to 18 : 00 IST. 9 hour
Shifts with 30 minute lunch / dinner breakThis role involves working in a rotating
Shift timings are as below (might change in future depending on business need)
Shifts with 1 hour lunch / dinner break
09 : 00 IST to 18 : 00 IST (general)
06 : 30 IST to 15 : 30 IST (1st
13 : 30 IST to 22 : 30 IST (2nd
22 : 30 IST to 07 : 30 IST (3rd
Support is required 24 hrs x 7 days in week x 365 days from office or on-call depending on business needs. Resource will get compensatory off for holiday as per HR guidelines, required to work on weekends also.
Resource will get compensatory off for as per HR guidelines
However should be willing to work extended hours or on-call for project delivery or critical incidents