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
- 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
Eligibility : B.Sc in Computers,
BCA in Computers,
B.Tech/B.E. in Computers
Industry : Strategy / Management Consulting Firms
Functional Area : IT Software - Application Programming, Maintenance,
Role : Technical Support Engineer
Salary : Not Disclosed
Deadline : 15th Apr 2020

Key Skills:

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