Avaya and Aws/verint

2 weeks ago

Delhi Delhi, India NTT DATA Full time

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Shift 24x7 rotational hybrid, Location : Noida**
- Troubleshoot all contact center operations related issues
- Ensure tickets are assigned to correct team
- Update the ticket with resolution remarks and close the ticket on time Contribute towards
- Daily Performance Review
- Managing all P1/P2 &P3 incidents during shift
- Closure of all tickets within SLA
- Providing the RCA within SLA or Workaround / Solution
- Adherence
- Monthly Capacity planning reports
- Pre & Post implementation review for all RFC's
- Conducting minimum 2 technical training sessions per month
- Review & update minimum SOPs per process Opening Problem Ticket for all repeated incidents
- Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives
- Advance Contact center Technical Operations with strong hands-on:

- Amazon Connect
- Avaya communication manager series version 6.x onwards
- Avaya products like Session Managers, System Managers, Media-servers, AES, gateways
- Oracle Acme SBC's
- Genesys Pure Cloud
- Recording platforms - Verint version 11.x -15.x, Nice version - 3.x to 6.x
- Workforce Management platform
- Verint, IEX or Aspect
- Omni-channel, Chatbot and 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, Aspect Unified IP and or Avaya.
- Knowledge on omni-channel, digital and analytics
- Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer**

**Third parties fraudulently posing as NTT DATA recruiters

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