Key Responsibilities:
- Escalation of all support issues from Telephony support Frontline teams
- Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
- Delivery of upgrades and enhancements as projects to existing telephony platform
- Programming of call center IVR, call flows, VDNs, vectors.
- Familiarity of Avaya reporting adjuncts CMS, IQ, and ANAV.
- Familiarity with WFM and Call Recording solutions from an integration, administration, and support aspect.
- Familiarity with multimedia solutions such as Elite Multi-Channel
- Gather requirements from business teams who want to expand current call centers or build out new call centers.
- Understanding of VOIP and SIP from a signaling and integration perspective
- Comfortable with Routing, Switching & System Security
- Write call flow documentation based on these business requirements.
- Document existing call flows and maintain the repository of call flow documentation.
- Provide advice to the business teams on best practice call flows.
- Update internal knowledge base as required
The candidate will meet the below following functional requirements:
- Experience with 3 or more of the following:
- ACSS Experience Portal
- ACSS Contact Recording
- ASPS CMS
- AIPS Call Center Elite Multi-Channel
- ACSS Call Center Elite
- ASPS Control Manager
- Ability to work in a very high pace and dynamic environment.
- Ability to quickly adapt to changing need, infrastructure, and evolving business processes.
- Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions.
- Ability to work closely with cross-functional teams, including application development teams and functional leads.
- Ability to work directly with end users on issue resolution, and process development.
- Strong interpersonal and communication skills.
- Ability to analyze metrics, extracts trending data, provide status reports and provide continuous improvement recommendations.
- Ability to create and maintain Technical and functional documentation.
- Proficient working with spreadsheets, word documents, and preparing and presenting powerpoint type presentations to varied audiences including different levels of management and functional groups.
Location: Noida/ Pune/ Hyderabad
Compensation: Best in the industry
