Contact Center- 6 to 9Yrs- Pune
6+ years of experience in Contact center.
• The ideal candidate for this role will have good leadership skills, with appropriate technical expertise.
• A Deep understanding of telephony platforms, both Traditional TDM and IP Telephony (Nortel, Avaya, Cisco, Aspect UIP.)
• Managing IVR and contact center infrastructure.
• Must work with confidence under limited supervision and provide detailed reports
• Conduct regular maintenance of Telecommunication systems and other contact center infrastructure equipment’s.
• Manage disaster recovery of Telecommunication infrastructure and installations.
• Manage capacity planning for all telephony services and equipment and setting up Telecommunication infrastructure.
• Regularly review open issues and action items with the internal and external parties.
• Coordinates and supports field personnel regarding installation of hardware/software on various platforms.
• Vendor communication/relationship. Experience on Nortel, Avaya, Cisco and Aspect UIP ACD’s
• Voice Recording for TDM & IP PABX’s
• InterVoice IVR and Nuance TTS
• Detailed network knowledge.
• After hours on-call support is required. These hours can be unpredictable at times.