Omnichannel Support Engineer
TTEC
Hyderabad, Andhra Pradesh, India
5d ago

When everything'sconnected, how we connect is everything and we'd like to connect with youtoo! We are looking for you to help us deliver exceptional customerexperiences as a Omnichannel Support Engineer .

At TTEC, we help globalbrands provide a great experience to their customers, build customer loyalty,and grow their business.

We were founded on one guiding principle : customerexperiences that are simple, inspired, and more human deliver lasting value foreveryone.

Your role brings that principle to life.

TTEC, a 50,000 employee,global customer experience pioneer, is opening a new information technology anddata science center of excellence in Hyderabad where you'll have theopportunity to get in on the groundfloor of this expansion.

As a technologist, we know you’re in high demand. And weknow it’s important you find the right fit for your future. Have ideas you wantto contribute?

We’re listening. Looking for exposure to different clients,different technologies? It’s what we do. Want to make an impact on the future?

We’re innovating every day. Teamwork key? You'll have the opportunity to workon global projects with a knowledge-thirsty, international team.

Join ourinclusive IT team and you’ll help create meaningful employee experiences thatdrive memorable customer experiences.

Whatyou’ll be doing

  • Tier 1 Responsibilities + Peer Review of Tier 1 work product
  • Configuration of omni-channel contact center, teams, services, and skills
  • Configuration of voice, chat, email and SMS interaction processing scenarios
  • Configuration of external logic connections in voice / chat scenarios
  • Configuration of custom audio treatments
  • Configuration of Integration Accounts
  • Outbound campaign and dialer configuration
  • Workflow Entry Configuration
  • What you’ll need to be successful

  • Creation of tenants on the application cluster
  • Configuration of tenant extension range
  • Configuration of named agent / supervisor user limitations
  • Creation of tenant administrator accounts for deployment and support resources
  • Configuration of initial telecommunications trunk connections and objects (Phone mode, SIP Processor, RTP Processor)
  • 2 to 4 years helpdesk or customer support experience with contact centers required.
  • Expertise in computer network administration, including expertise in Linux OS / Linux System Admin experience
  • Expertise in Voice-over-IP (VoIP), Session Initiation Protocol (SIP), and Real-time Transport Protocol (RTP) technologies
  • Understanding or experience with enterprise software or Software as a Service model
  • Experience with Call Center Technologies
  • Avaya Certified Solution Specialist, Cisco Certified Network Profession (CCNP), or equivalent a plus
  • Lead Everyday

  • Do the Right Thing
  • Reach forAmazing
  • Seek First to Understand
  • Act as One
  • Live life Passionately
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