Bachelor’s degree in computer science, information systems. 4 to 5 years Experience working for Telco industry or Call Center Platform
4 to 5 years Experience working for Telco industry or Call Center Platform
Need to have experience of direct interaction with Business units
Technical understanding on Avaya Call Center products, IVR, POM, Telephony, Call Routing, Service Provider connectivity.
Experience in following best Coding, Security, Unit testing and Documentation standards and practices. Develop codes configurable and support Operational Enhancement.
Develop coding to implement project designs for new features or new browser-based systems applications, and debug existing code
Log analysis and work with Backbone engineers.
Knowledge in Linux, Windows, Vmware, DB etc to support during project implementation.
Strong knowledge of JSON and Struts
Liasing with Other technical teams to implement and troubleshoot the Core Voice projects.
Support Operational L3 trouble shooting on all tech stack products for Call Center.
Strong knowledge in business Functionalities call center.
Strong knowledge in telephony systems (ACD, IVR/VRU) or call center functionality (queues, skill sets)
In-depth experience with Avaya platform (WFO, AEP, POM,Gateway,Aura8.X and Oceana)
Excellent knowledge in Call routing, SIP trunks, SBC etc
Strong knowledge in AWS, Azure and Cloud subscription services.
Understanding of Management Framework, Routing, E-Services, IWD and other components within Genesys Ecosystem
Customer service oriented with the ability to work with both technical and business-oriented partners
Have worked in an organization handling 800+ agents, financial services Call center support is an advantage
Provide post-implementation support, including creation of systems enhancements and instruction to production support team
Work with vendors on Engineering tasks to implement tech stack in HA and test the resiliency monitoring.
Technical document expertise
Able to influence multiple teams on technical considerations, increasing their productivity and effectiveness,
by sharing deep knowledge and experience.
Good and Strong Verbal and Written Communications
technical document expertise
Self-motivator and self-starter, Ability to own and drive things without supervision and works collaboratively with the teams across the organization.
Have excellent soft skills and interpersonal skills to interact and present the ideas to Senior and Executive management