• Manager - Contact Centre Operations - Avaya & Cisco Technology Jobs in Delhincr

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Job Description:

We are looking for Manager-Avaya & Cisco technology experience with contact centre

Basic Function

This role is primarily responsible for Design, Engineering and operations of Global Contact Center & AV Technology that are built on heterogeneous platforms consist of Avaya, Cisco, Genesys, Nice, Verint, cloud contact center and AV related services like Skype room systems- Crestron, Polycom etc,

A secondary responsibility of this role is design, engineering, and implementation of Technology infrastructure in new geographies as per business needs

Essential Functions

- Service owner of the Voice and Contact center technology services which is a global deployment of integrated and complex implementation of multiple heterogeneous platforms providing mission critical services across 30+ clients and enterprise collaboration skype room systems

- Has to play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology operations team for business as usual support

The list of core platforms include

- Cisco, Avaya, Pure cloud contact center, Oracle Acme SBCs

- Nice, Verint QM and compliance Recording

- Omni Channel platform consisting of chat, email, voice and related services

- Microsoft skype room systems- Crestron, Polycom etc

A) So the role function requires strong and hands on experience of design, engineering, implementation and operations on primary Cisco UCCX, UCCE and secondary on the Avaya and other mentioned technologies individually and in various combinations

B) Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLAs management, vendor management etc

C) Provide and develop Planning, Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony

- Deliver documented intellectual properties for reuse

- Knowledge and experience in project management and methodologies

D) Additionally, role require good understanding and exposure of

- Hands on Cisco- UCCX, UCCE, Cisco CUBE

- SBCs (Oracle Acme)- and SIP knowledge

- CTI technologies- and integrations with various third party systems

- Dialer technologies like, Genesys, Aspect Unified IP and or Avaya

- Workforce management tool working knowledge and operational understanding is a must

- Working on both TDM and IP telephony solutions

- Compliance and security related understanding with respect of voice devices & various platforms

- Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary

E) Connect and manage an insource and outsource team of SMEs

- Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omnichannel capabilities, chatbot, speech analytics, virtual assistant, Amazon connect etc

- Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team

- Capacity Management WRT sufficient license management understanding the projected business pipeline in mind

- Provide input regarding the evolution of technological platforms, and contribute to the definition and evolution of appropriate technological strategies and roadmaps

- Define the high availability, disaster recovery and load balancing requirements and solutions for the project

Profile Summary:

Employment Type : Full Time
Functional Area : Other
Salary : Not Mentioned
Deadline : 21st Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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