Contact Center Expert

3 weeks ago

Mumbai, India Orange Business Services Full time

**About the role**:
Key accountabilities
RUN phase:

- To provide professional technical support and troubleshooting for all issues received related to Genesys CC.
- Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.
- Provide status updates to CTS. Inform customer on technical progression, if/when required.
- Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of:

- Incident Management
- Change Management
- Availability Management
- Release Management
- Capacity Management

BUILT phase
- Ensure technical lead for the deployment of Genesys Call Centre Solutions:

- Produce Low Level Design documents
- Coordinate Customer Acceptance Testing
- Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.

Engineering activities:

- Engineering on Genesys CC products
- Test of patches, new versions for all Call Centre adjuncts
- Beta testing of new functionality; Testing of tools
- Technology watch
- Coordination with Orange engineering teams and Genesys R&D

PreSales activities:

- Technical Support of CRM BU Presales team:

- Contribution to High Level Design
- Design Validation
- BUILD Model Validation
- RUN Model Validation
- Estimation of deployment and operational costs

**About you**:
**Knowledge and abilities**
- Strong design, implementation & troubleshooting (L3 support) skills on Genesys Cloud and Engage solutions(Voice,Digital and Quality Management)
- Experience on reporting solutions & client interfaces (Pulse & Genesys Interactive Insights)
- Knowledge on scripting/routing using composer.
- Experience on Speech Solutions(Nuance,Telisma etc) and dialog systems.
- Working experience on Genesys Cloud implementation and integrations.
- Strong understanding of SIP protocols and architecture
- Knowledge on databases (mssql,cassnarda & oracle)
- Working experience on Windows 20xx and Linux/Unix, DBA.
- Knowledge of SS7/Next Generation network
- Good knowledge of VoIP environments and IP/PSTN integrations
- Must be fluent in English
- Interpersonal skills
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Good time management, organizational and communication skills
- Ability to work under pressure with ability to deal with multiple tasks.
- Ability to coach and mentor peers and subordinates
- Good commercial awareness.
- Presentation/Report writing skills
- Excellent problem solving skills are necessary.
- Flexibility in terms of working hours, on call support activities.

**Education, qualifications, and certifications**
- Engineering degree in telecommunication or Equivalent
- Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant) on Engage and Cloud Platforms.

**Department**:
Customer Services & Operations

**Contract**:
Regular

  • Dvp - HRbp - Contact Center - with a Leading Bank

    4 weeks ago

    Mumbai, India Skillventory Full time

    **DVP - HRBP - Contact Center - With a Leading Bank**: - From 7 to 12 year(s) of experience - ₹ Not Disclosed by Recruiter - Mumbai, Mumbai Suburban, Thane, Navi Mumbaior **Roles and Responsibilities** **Job profile**: - Responsible for Contact Center Vertical Lead a team of HR BP’s and Partners with Business to align HR strategy with business...

  • DVP - HRBP - Contact Center - With a Leading Bank

    4 weeks ago

    mumbai, India Skill Ventory Full time

    Roles and Responsibilities Job profile: Responsible for Contact Center VerticalLead a team of HR BP’s and Partners with Business to align HR strategy with business strategy.Work closely with Business to increase productivity and to manage attrition.Responsible for the talent management plan and organisational development.Work closely with COE’s...

  • Impact Guru

    1 week ago

    Mumbai, India Impact Guru Technology Ventures Pvt Ltd Full time

    Hiring Candidates for Contact Center Lead (Outbound Process) with ImpactGuru.Com for Mumbai (Andheri) Location Position : Contact Center Lead Job Location : Mumbai ( Andheri ) Industry : Insurance, Life Insurance, Health Insurance Experience :- Must have min 10 years of experience in Outbound Contact Centre Management- Prior experience in handling a...

  • Trainee - Contact Centre

    4 weeks ago

    Mumbai, India DHL Full time

    **ROLE PROFILE** - Solid line - False False Center 1- Dotted Line - False False Center- Solid line - False False Center- Dotted Line - False False Center**Key Role Details** **DPDHL Role Title** - Customer Contact Centre Executive**Reports to (Job Title)** - Customer Contact Centre Supervisor**Corporate/ Business Division** - DHL Express India**Reports to...

  • Call Center Specialist

    3 weeks ago

    mumbai, India Servify Full time

    Position Summary : The Incumbent will play a crucial role in supervising the effective operations of the contact centre to ensure smooth communication between the organisation and its clientele. Duties involve overseeing a team of contact center agents, refining operational procedures to boost customer satisfaction, analyzing performance metrics to...

  • Call Center Specialist

    3 weeks ago

    Mumbai, India Servify Full time

    Position Summary : The Incumbent will play a crucial role in supervising the effective operations of the contact centre to ensure smooth communication between the organisation and its clientele. Duties involve overseeing a team of contact center agents, refining operational procedures to boost customer satisfaction, analyzing performance metrics to pinpoint...

  • Call Center Specialist

    3 weeks ago

    Mumbai, India Servify Full time

    Position Summary : The Incumbent will play a crucial role in supervising the effective operations of the contact centre to ensure smooth communication between the organisation and its clientele. Duties involve overseeing a team of contact center agents, refining operational procedures to boost customer satisfaction, analyzing performance metrics to pinpoint...

  • Center Coordinator

    4 weeks ago

    Mumbai, India MITCON Consultancy ad Engineering Services Ltd Full time

    ay coordinate or supervise the activities of subordinates. - Serves as a liaison with external public agencies, particularly in relation to their advisory and financial support of center, including working in fundraising relating to memberships in center and sponsorships of center activities and related to the university and college development/capital...

  • Center Manager

    4 weeks ago

    navi mumbai, India Snaphunt Full time

    The Offer Fantastic work culture Leadership Role Flexible working options The Job Your responsibilities will include: Manage the day-to-day operations of the coworking center, ensuring all facilities are well-maintained and operational Supervise the center staff and provide support, guidance, and training as needed Ensure outstanding customer service by...

  • Center Manager

    4 weeks ago

    Navi Mumbai, India Snaphunt Full time

    The OfferFantastic work cultureLeadership RoleFlexible working optionsThe JobYour responsibilities will include:Manage the day-to-day operations of the coworking center, ensuring all facilities are well-maintained and operationalSupervise the center staff and provide support, guidance, and training as neededEnsure outstanding customer service by addressing...

  • Center Manager

    4 weeks ago

    navi mumbai, India Propques Full time

    At Propques, our experts offer strategic solutions to build co-working and flex offices to co-working operators, landlords, and property developers. Need assistance to start a co-working or shared workspace? Looking to drive more revenue to an existing shared office operation? Want to maximize returns on your real estate? Backed with 12+ years of operational...

  • Center Manager

    4 weeks ago

    Navi Mumbai, India Propques Full time

    At Propques, our experts offer strategic solutions to build co-working and flex offices to co-working operators, landlords, and property developers. Need assistance to start a co-working or shared workspace? Looking to drive more revenue to an existing shared office operation? Want to maximize returns on your real estate? Backed with 12+ years of operational...

  • Call Center Executive

    7 days ago

    Mumbai, India Spinnaker Corporate Advisors Full time

    Job description - Counselling of new students - Lead the sales process, establish contact, call and meet prospective students - Be the first point of contact for all sales-related queries and communication - Explain course details to students/parents - Provide guidance to students and parents on career decisions - Give presentation to prospective clients in...

  • International Call Center

    4 weeks ago

    Navi Mumbai, India Z Infotech Services Full time

    **Urgently Hiring For Fresher & Experience In International Call Center.** - Outbound For USA Sales Process - Job Opening For BPO - International Call Center - Fresher’s With Good Communications Skills Can Also Apply - Qualifications: SSC - HSC -Graduate - International BPO: Age 18 - 45 Yrs. - Shift Time 9.00pm to 6.00am - Week Off: Sat and Sun Fixed -...

  • Contact Center Operations

    7 days ago

    Andheri East, Mumbai, Maharashtra, India Aluco Glazing Full time

    The responsibilities for this position include but are not limited to: - Day to Day operational oversight of Service Delivery to include Return, Repair, Exchange, Advanced Exchange, On-Site Repair, Walk-In Repair, Depot Repair - Submission and monitoring of service requests within vendor and/or internal systems - Handling customer service...

  • International Call Center

    4 weeks ago

    Navi Mumbai, Maharashtra, India KP Group Full time

    **Urgently Hiring For Fresher & Experience In International Call Center.** - Outbound For USA Sales Process - Job Opening For BPO - International Call Center - Fresher’s With Good Communications Skills Can Also Apply - Qualifications: SSC - HSC -Graduate - International BPO: Age 18 - 45 Yrs. - Shift Time 9.00pm to 6.00am - Week Off: Sat and Sun Fixed -...

  • Call Center Executive

    6 days ago

    Mumbai, Maharashtra, India 3 Infosolutions Full time

    A Call Center Associate **contacts potential and existing customers by phone to inform them of their company's products, services and offers**. Executives shall also receive phone calls of people responding to direct marketing and advertising campaigns. Skills Needed Communication skills Interpersonal Skills Excellent command on language Basic excel Pay:...

  • Senior Data Center Engineer

    3 weeks ago

    Mumbai, India SIG Full time

    OverviewSusquehanna International Group (SIG) is one of the largest proprietary trading firms in the world. We trade our own capital at our own risk, and are experts in trading essentially all listed financial products and asset classes. For over 36 years, SIG has been benefitting financial markets by providing liquidity and ensuring competitive prices for...

  • Senior Data Center Engineer

    4 weeks ago

    mumbai, India SIG Full time

    Overview Susquehanna International Group (SIG) is one of the largest proprietary trading firms in the world. We trade our own capital at our own risk, and are experts in trading essentially all listed financial products and asset classes. For over 36 years, SIG has been benefitting financial markets by providing liquidity and ensuring competitive...

  • Senior Data Center Engineer

    4 weeks ago

    Mumbai, India SIG Full time

    Overview Susquehanna International Group (SIG) is one of the largest proprietary trading firms in the world. We trade our own capital at our own risk, and are experts in trading essentially all listed financial products and asset classes. For over 36 years, SIG has been benefitting financial markets by providing liquidity and ensuring competitive...