Cloud Telephony Engineer

1 week ago

Tirupati, Andhra Pradesh, India beBeeCloudTelephony Full time ₹ 90,00,000 - ₹ 1,20,00,000

Omnichannel Cloud Telephony Engineer

This role is crucial to ensure the operational efficiency of day-to-day dialer campaign operations. The successful candidate will achieve daily contact objectives for all clients through best practices and software tools, maximizing campaign productivity and performance results.

Key Responsibilities
  • Create outbound solution strategies around contact center technology solutions and Omni Channel ACD technology.
  • Design dialer agent scripting, disposition, and reporting solutions.
  • Collaborate with the Business Development team and Client Services team on technology solutions.
  • Monitor the performance and efficiencies, provide recommendations for improvements.
  • Diligently document all work with systems and servers which you have contact responsibility.
  • Document and assist in implementing new programs and passing on to sustaining operations.
  • Provide real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
Requirements
  • A dynamic and dependable attitude.
  • The ability to work under high pressure.
  • Excellent interpersonal and communication skills.
  • Integrity and drive.
  • An energetic and enthusiastic personality.
  • Prompt and fast-paced.
Knowledge and Skills
  • Extensive experience with Microsoft Office, with advanced knowledge of MS Excel, MS Word, MS Power Point, MS Outlook, and VBA coding.
  • Experience with SQL Server Management Studio, including SQL coding, querying, and stored procedures.
  • Minimum 2-3 years' experience in a call center environment with experience in an outbound analytical role/support capacity.
  • Previous experience running and developing strategy on an Outbound Dialing Platform, preferably Bright Pattern, Five9, Nice inContact, Acqueon, or similar.
  • Advanced knowledge of Cloud Based/Premise Based Dialers and Telephony infrastructure.
  • Experience building queries and reporting with SQL/MS Excel.
  • Strong Project Management, analytical, and statistical analysis skills.
  • Takes initiative with strong decisive insight, organization, attention to detail, and problem-solving skills in a team environment.

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