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Manager

Location Pune, India
Posted 14-September-2021
Description

Job Family Descriptor

A core technical position that acts as a technical lead for contact center solution deployment, Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc. Requires expert level knowledge and understanding of architecture, applications, infrastructure, systems design and integrations. Responsible for Implementation, supporting customer / CFT at different stages during the customer delivery life cycle.

Broad outline of the Role
Deployment and configuration of Contact center technologies / Solution and Testing.
Supports Day 2 Operations team in identifying and fixing escalated cases.
Identify and resolve issues observed during deployment and testing phase.
Interact with OEM / CFT for issue resolutions.
Provide technical assistance to service designer in pre-delivery phase.
Preparation / Support in drafting the LLD and Deployment design document.
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification experience
Bachelors Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.
Other knowledge/skills
Minimum of 7+ years experience in Cisco contact center solutions Implementation and configuration and Support.
Strong working knowledge and Hands on in Contact center technologies like Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc

Strong passion for learning and teaching others
Outgoing personality.
Motivated and self-starting.
Ability to think creatively and come up with proactive ideas.
Strong problem solving skills
Must be able to communicate effectively and in a constructive manner with customers, management, peers and coworkers.
Concentrate on certain areas of technology driven by company technology objectives
Key Responsibilities
Deployment and configuration of Contact center technologies / Solution and Testing.
Supports Day 2 Operations team in identifying and fixing escalated cases.
Identify and resolve issues observed during deployment and testing phase.
Interact with OEM / CFT for issue resolutions.
Provide technical assistance to service designer in pre-delivery phase.

Preparation / Support in drafting the LLD and Deployment design document

Technical Competencies
Strong working knowledge and Hands on in Contact center technologies like Cisco, Enghouse, Amazon Connect, Cisco Webex CC, Aspect etc
Call flow scripting or similar contact center application scripting experience
Strong Expertise on VoIP, SIP (Session Initiation Protocol), ISDN.
Experience on Email / Chat and weRTC Solutions
Experience with contact center reporting platforms
Very Good understanding on IVR Call flows.
Multimedia Applications (Chat, Email, SMS, Social Media Mining)
Good knowledge on SQL Database.
Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H.323).
Knowledge / Skills
Communication Skills

Job Segment: Information Technology, IT Manager, Telecom, Telecommunications, Engineer, Technology, Engineering

 
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