Voice L3

3 days ago

Noida India NTT DATA, Inc. Full time

Job Description - Troubleshoot all contact centeroperations related issues - Ensure ticketsare assigned to correct team - Update the ticket with resolutionremarks and close the ticketon time Contribute towards - Daily Performance Review - Managing all P1/P2 &P3incidents during shift - Closure of all tickets withinSLA - Providing the RCA withinSLA or Workaround / Solution - Adherence- MonthlyCapacity planning reports - Pre & Post implementation review for all RFC's - Conducting minimum2 technical trainingsessions per month - Review & updateminimum SOPs per process Opening Problem Ticketfor all repeatedincidents - Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives - Advance Contact center Technical Operationswith strong hands-on: - Amazon Connect - Avaya communication managerseries version 6.x onwards - Avaya productslike Session Managers,System Managers, Media-servers, AES, gateways - Oracle Acme SBC's - Genesys Pure Cloud - Recording platforms - Verint version11.x -15.x , Nice version - 3.x to 6.x - Workforce Management platform- Verint, IEX or Aspect - Omni-channel, Chatbotand 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 technologies - CTI technologies and integrations with various third party systems - Dialer technologies like, Genesys, AspectUnified IP and or Avaya. - Knowledge on omni-channel, digitaland analytics - Should have fair understanding of Network basics,additional certifications in voice/ networkstream would be beneficiary.

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