Telecommunications Specialist

4 days ago

Gurgaon, Haryana, India beBeeTroubleshooter Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description:

In this pivotal role, you will be responsible for identifying and resolving complex technical issues within our contact center infrastructure. Your expertise in Genesys Voice portal and experience with reporting solutions such as Informart Contact Center Analyser and CCPulse will be instrumental in streamlining processes and ensuring optimal performance.

Key Responsibilities:

• Perform root cause analysis to identify failure points in the Genesys FCC system
• Troubleshoot and resolve system faults in collaboration with OBS groups
• Log and track voice customer faults, providing progress updates until resolution
• Liaise with next-level teams for fault escalation and resolution
• Oversee clearance procedures and ensure correct analysis and classification of each fault
• Provide timely updates to management on red alert customer and network faults

Required Skills and Qualifications:

• Strong background in telecommunications with 3-5 years of technical experience
• Proficiency in scripting languages such as Voice XML, PHP, Java, and knowledge of Automatic Speech Recognition and Text-to-Speech technologies
• Experience working with Dialogic cards and Voice Gateways used in CC
• Configuration and understanding of E1, T1 protocols and related ISDN and SIP technology
• Familiarity with Windows 2000, 2003, Linux, and Unix operating systems
• Knowledge of database management systems such as MySQL, MSSQL, Oracle, and SQL
• Understanding of Network LAN WAN topologies and protocols
• Excellent communication and interpersonal skills with ability to operate in a multicultural and cross-functional organization

Benefits:

• Opportunity to work in a dynamic and global environment
• Collaborative team-oriented culture
• Flexible working hours and remote work options available
• Opportunities for professional growth and development

Others:

• English language proficiency required; multiple international languages beneficial
• Engineering degree in telecommunication or equivalent qualification preferred
• Relevant certifications such as Genesys Certified Associate, GCA, Genesys Certified Professional, GCP, and Genesys Certified Professional Consultant

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