• Senior Avaya Contact Center Support Engineer Jobs in Noida,India

  • itForte Staffing Services Pvt Ltd
  • Save Job
  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

- 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,

Profile Summary:

Employment Type : Full Time
Industry : Recruitment Services
Salary : Not Disclosed
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

itForte Staffing Services Pvt Ltd
Information Technology and Telecom sectors with their exponential growth in the last two decades, constantly changing technology landscape and increasing systems complexity have thrown up many challenges for the companies worldwide, the top among them being the shortage of qualified and experienced staff While there is no dearth of generalist placement consultants in India, who with one size fits all approach, cater to the IT and Telecom sectors as well However, considering the specialization and complexities involved, IT&T recruitment requires a high level of industry expertise and a focused vision, which most of these placement agencies lack It is with this vision that itForte was founded to address the need for quality resources for the IT and Telecom sectors

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