Technical Specialist-Voice L3-Noida

2 weeks ago

New Delhi, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Collaboration Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

What you'll be doing

Troubleshoot all contact center operations related issues Ensure tickets are assigned to correct team Update the ticket with resolution remarks and close the ticket on time Contribute towards Daily Performance Review Managing all P1/P2 &P3 incidents during shift Closure of all tickets within SLA Providing the RCA within SLA or Workaround / Solution Adherence- Monthly Capacity planning reports Pre & Post implementation review for all RFC's Conducting minimum 2 technical training sessions per month Review & update minimum SOPs per process Opening Problem Ticket for all repeated incidents Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives Advance Contact center Technical Operations with strong hands-on: 1. Avaya communication manager series version 6.x onwards Avaya products like Session Managers, System Managers, Media-servers, AES, gateways Oracle Acme SBC's Genesys Pure Cloud Recording platforms - Verint version 11.x -15.x , Nice version -

3.x to 6.x

Workforce Management platform- Verint, IEX or Aspect Omni-channel, Chatbot and speech analytics Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA’s management, vendor management Provide and develop Planning, Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony. Additionally, role requires; SIP, IP & TDM technologiesCTI technologies and integrations with various third party systemsDialer technologies like, Genesys, Aspect Unified IP and or Avaya.Knowledge on omni-channel, digital and analytics Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Apply Apply Back to search results

  • Senior Voice Analyst

    1 week ago

    New Delhi, India BNP Paribas Full time

    Position PurposeThe main objective of this position would be to maintain, implement and administer secure, robust, stable, redundant, Voice and Video infrastructure. Propose latest technologies and innovation in Voice and VC domain. Help and support BAU team for any critical incident or task, interact with architecture team for designing IT...

  • Chat and Voice Bot QA Specialist

    1 week ago

    New Delhi, India Yubi Full time

    We are looking for a detail-oriented and analytical Chat and Voice Bot QA Specialist to join our Conversational AI team. In this role, you'll be responsible for evaluating the performance and quality of AI-driven chat and voice assistants. The ideal candidate brings a high level of first-principles thinking to assess bot responses, understands the...

  • Ucce l3 engineer

    1 week ago

    Delhi, India Servion Global Solutions Full time

    Role: UCCE L3 EngineerExp: 10+ YearsLocation: RemoteJD:Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.Basic Cisco ICM/CCMP/CVP/CUIC & troubleshooting.MACD creation knowledge in Cisco UCCE & IPT platforms.Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.Have...

  • Chat and Voice Bot QA Specialist

    3 days ago

    New Delhi, India Yubi Full time

    We are looking for a detail-oriented and analytical Chat and Voice Bot QA Specialist to join our Conversational AI team. In this role, you'll be responsible for evaluating the performance and quality of AI-driven chat and voice assistants. The ideal candidate brings a high level of first-principles thinking to assess bot responses, understands the...

  • Networking Specialist

    3 days ago

    New Delhi, India Tata Consultancy Services Full time

    Required Technical Skill Set: Networking Specialist Location: Hyderabad Experience must be 5-15 YearsMust-Have Should worked as Network Admin Strong understanding & extensive experience with Network protocols BGP, EIGRP, OSPF, IPSec NAT PAT and MPLS. Working experience on Cisco Switches Routers, Palo Alto and ASA Firewall, understanding of switching...

  • Account Manager

    1 day ago

    New Delhi, India Talent Toppers Full time

    Desired Candidate Ideal incumbent will have at least 5 years to 8 years of multi facet hiring experience onpermanent BPO / Tech SupportVoice / Non Voice process hiring The incumbent should have excellent candidate management / engagement / relationship management skills from sourcing of CV till the joining phase Excellent logical and analytical skills are a...

  • L2 &L3 Network Protocol Tester

    3 days ago

    New Delhi, India Tata Consultancy Services Full time

    Role:L2 & L3 Protocol test Engineer Required Technical Skill Set** L2: VLANs, xSTP, LACP, LLDP, VRRP, Mac learning, ARP, Q in Q L3: OSPF, BGP, ISIS, QOSExperience Range - 4-6 years Location: HyderabadDesired Competencies (Technical/Behavioral Competency) Must-Have**Experience in L2 & L3 Protocols testing Familiarity with traffic test equipment like ixia and...

  • Intune Specialist

    1 week ago

    New Delhi, India Stefanini North America and APAC Full time

    Join Stefanini's Enterprise Team: Drive Efficiency with SCCM and IntuneAre you looking for an exciting opportunity to be part of a global IT leader? At Stefanini, we are dedicated to transforming the way businesses operate through innovative technology solutions. We invite you to become part of our Enterprise Team, where you will play a vital role in...

  • UCCE L3 Engineer

    3 weeks ago

    Delhi, India Servion Global Solutions Full time

    Role: UCCE L3 EngineerExp: 10+ YearsLocation: RemoteJD:- Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.- Basic Cisco ICM/CCMP/CVP/CUIC & troubleshooting.- MACD creation knowledge in Cisco UCCE & IPT platforms.- Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL...

  • Customer/Technical Support Associate @Noida/Gurgaon Call- Somya

    1 week ago

    Gurugram, New Delhi, Noida, India KVC CONSULTANTS LTD Full time ₹ 3,00,000 - ₹ 5,00,000 per year

    Greetings from KVC CONSULTANTS LTDWe are hiring for Technical Voice Process for a leading ITES MNC in Noida and Gurgaon.OPENING FOR CUSTOMER/TECHNICAL VOICE OPENINGELIGIBILITY: UG/Graduates EligibleSALARY: 3LPA- 5 LPA [Hike Based on Last Drawn]5 days workingRotational shifts -- 24 / WEEK OFFSPerks & BenefitsBoth sides Cab-Excellent communication skills...