Cloud Telephony Engineer Position

2 weeks ago

Davangere, Karnataka, India beBeeTelephony Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title: Asst Manager

Our organization is seeking a skilled Omnichannel Cloud Telephony Engineer to fill this position.

The successful candidate will be responsible for monitoring and ensuring the operational efficiency of all day-to-day dialer campaign operations, achieving daily contact objectives for clients through best practices and software tools.

The ideal candidate will have experience with cloud-based telephony solutions, including Bright Pattern, Five9, Cisco, and other similar platforms. They will design outbound solution strategies around contact center technology solutions and Omni Channel ACD technology, understand and utilize predictive, progressive, blended inbound, preview dialer models as needed.

Key Responsibilities:
  • Design dialer agent scripting, disposition, and reporting solutions
  • Work with the Business Development team and Client Services team on technology solutions
  • Monitor performance and efficiencies, provide recommendations for improvements
  • Document all work with systems and servers
  • Develop, build, support, and implement dialer strategies that encompass business objectives, business rules, and compliance
  • Recommend procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization
Requirements:
  • Extensive Microsoft Office experience with advanced knowledge of MS Excel, MS Word, MS Power Point, and SharePoint
  • Knowledge and proven 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
  • Excellent verbal and written communication, interpersonal skills, and presentation skills
Additional Requirements:

This role requires strong project management, analytical, and statistical analysis skills. The successful candidate will be a self-starter and independent, team-oriented, and results-driven individual who can take initiative with strong decisive insight, organization, attention to detail, and problem-solving skills.

Education: Computer Graduate/Diploma in Engineering, preferably with Telecommunication, Electronics, or Computer Science.

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