Cti Administrator

Work From Office

**WHAT WE OFFER**:

- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP

**WHAT YOU’LL BE DOING**:

- Worked with the CTI Platforms like GrupoNGN CloudComm, Unify OpenScap Contact Center, Avaya, Five9, Nice InContact, Bright Pattern or Cisco UCCE.
- Knowledge of the building Campaigns, Queues, Call Control Scrips and IVR into the Dialer system.
- CTI solution design, development and maintenance
- Integration of various CTI solutions to the contact Centre architecture
- Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega etc.
- Call Control Scripts development and enhancement
- Administration of management tools
- Creation and maintenance queries (SQL knowledge required)
- Generation of historical and real time database reports
- Knowledge of call center operational dynamics related to CTI (Computer Telephony Integration), Enterprise Reporting utilizing to solve call center related issues
- Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and data base integration with the CTI infrastructure.

**WHAT WE EXPECT YOU TO HAVE**:

- Bachelor’s degree from four-year college or university preferred and at least 2 years’ experience in the field or a related area; or equivalent combination of education and experience.
- Complex voice network design and numbering plans for multiple locations
- Call centre configurations including VDNs and Vectors, Understanding of switch/routing (vector-based call routing)
- Computer Telephony Integration (CTI)
- Complex call centre configurations
- VoIP Trunking (SIP / H.323)
- Dialer
- SQL
- TURN/STUN Protocol
- WebRTC
- Windows Server Failover Cluster
- Call Accounting
- Telephone Wiring
- IVR/VRU
- Experience with SIP, SBC’s, VoIP, QOS, COS, VLAN, etc.
- Experience with Network Protocols (TCP/IP, Ethernet, SNMP, etc.)
- Must have experience working in Multi-site and hybrid configurations of enterprise level IP and TDM environments

**Certification from any of the below will be added advantage.**
- Avaya Certified Implementation Specialist or ACIS
- Certification Partners Convergence Technologies Professional or CTP
- Digium Certified Asterisk Professional or dCAP
- CCNP Collaboration: Cisco Certified Network Professional Collaboration
- Any certification by above mentioned CTI platforms

**Job Title**
**CTI Administrator**Department**
**IT**Reports to**
**Sr. Manager IT**Location**
**Gandhinagar**Schedule & Shift**
**In Between 5:30 PM - 6:30 AM