Telephony Administrator
5 months ago
Perform Health Checks and prepare CDR reports (Daily, Weekly, and Monthly).
- Sharing Summary, Usage, and Outages.
- Ensuring System Availability.
- Perform System configuration, routing changes, voice prompt replacement, and device configuration management.
- Maintaining Inventory of Telephony and CC products and other third-party products like call recording servers, paging systems, fax servers, attendance consoles, etc.
- Maintaining inventory of Telephony circuits like PSTN Circuits, Long distance circuits, SIP Circuits, Analog Circuits, Private connections, etc.
- Maintaining inventory of user handsets like Analog, Digital, Mobile, and operator attendance console, etc.
- Maintenance inventory of DID Numbers, TFN numbers, and mapping of TFN to DID numbers.
- Identify, analyze, troubleshoot, and resolve incidents (L1/L2/L3) related to Office telephony, Contact center platform and station platform.
- Fulfil Service Requests (Low/Medium/High priority)
- Telephony Infrastructure Server Operations including configuration, Server upgrade, patch update, reboot, taking server backup, etc.
- Any Call routing changes including telecom operator routing changes using their available tools etc.
- Vendor Management for OEM incident resolution.
- Number porting request.
- Designing/maintaining/modifying call flows as per the business requirements.
- Server upgrade/patching and 3rd Party infrastructure server support.
- Provide RCA for identified Priority 1 issues.
- Fulfillment of MACD Users, Phones, and telephony services.
- Monthly Call Trending and Reporting.
- Incident and Change management reports weekly, monthly, and quarterly System Usage reports.
- Validation of operator reports vs system generated reports if any.
**Please note: Shift timings**: 08:00 AM to 05:00 PM CET (12:30 to 09:30 PM IST)
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