Telephony & VoIP Administrator

Who we are:

Founded in 1982, WPO is the largest independent provider of holistic wellbeing solutions. Through our customized programs, and comprehensive global network of credentialed providers and professionals, we support individuals to become healthier, happier and more productive both personally and professionally. Trusted by 51% of Fortune 500 companies, we deliver high quality care digitally and in-person to over 75 million individuals across 116,000 organizations in more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.

Current Opportunity: Telephony & VoIP Administrator

Location: Bangalore
Hybrid/Remote: Hybrid

What you will do:

Workplace Options have an exciting opportunity for a creative and eager to learn and grow individual to join our Telephony Team. This will be a hybrid working position with a mixture of home and office working. The primary role of the Telephony & VoIP Administrator is to help in streamlining telephone processes and data as well as to ensure efficient resolution of phone complaints raised by internal and external clients.

Responsibilities:

Key responsibilities include, but are not limited to:

• Implementing new phone lines – where they route to, how they are answered, setting up reporting templates.
• Auditing and testing of current lines.
• Auditing phone routings to ensure efficiency.
• Managing phone issues and complaints.
• Assist with document control of all WPO lines: who they are assigned to, announcements, routing, etc.
• Assist with development requests for user stories and testing.
• Foster collaboration between cross-functional teams to ensure that gaps are identified and filled, and that relevant insights are incorporated into action plans for improvement. Be a bridge between IT and Ops with Telephony matters.
• Investigation and resolution of customer complaints maintaining timely, accurate investigation notes in our complaint database system.
• Facilitate and/or participate in cross-functional projects as needed.
• Maintain effective working relationships with business units (clinical, work-life, sales, account management) and across other functional groups.
• Maintain a thorough understanding of company policy and procedures.
• Provide technical support, administration and troubleshooting of Avaya PBX System.
• Work with end-users and technicians to diagnose various issues arising on Avaya Aura Infrastructure such as Communication Manager, System Manager, Session Manager, Session Boarder Controller, AES, Media server, Media Gateway, CMS, AADS, Call Recording and WFM system.
• In-depth knowledge on troubleshooting Avaya Call Center Solutions, SIP and ISDN Trunks.
• Troubleshooting voice quality issues.
• New user setup on Avaya and adjunct systems.
• Setup new phone lines and implementation of call-flows as per business requirement.
• Work with phone carriers in various countries to procure new phone numbers and to get phone line issues resolved.
• Work with Avaya partners, service providers and third-party vendors on various telecommunication projects.
• Managing day to day tasks and handling of helpdesk tickets.
• Follow ITSM process for Service Requests, Incidents and Change Management.
• Work on the scheduled maintenance and change activity approved by the business.

Skills:

• Strong verbal and written communication skills in English
• Strong willingness to learn and understand the Telephony structure and Business units.
• Excellent time management skills and ability to prioritize and organize tasks to meet multiple deadlines.
• Creative problem-solving skills with ability to think outside the box.
• Customer focused and passionate about customer experience.
• Organizational and prioritization skills in a fast-paced environment.
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook).
• Process and detail oriented.
• Ability to work independently and in a team with minimal supervision and in a virtual environment.
• Ability to manage the completion of multiple duties or tasks simultaneously desired.
• Exhibits flexibility with respect to process as well as shift when needed.
• Minimum of two years' experience working in customer driven, fast paced environment managing projects and/or equivalent experience.
• Good L2 and L3 level Installation and troubleshooting skills on Avaya UC and CC Platform -
• Avaya Aura Communication Manager, Session Manager, System Manager, AES, SBCE, AAMS, AADS, CMS, IX Messaging, Callback Assist, etc.
• Good knowledge in Call Center technologies and understanding of VDN, Vector, Skills and IVR.
• Strong knowledge in SIP, H.323, ISDN based voice technology.
• Deployment and troubleshooting of Avaya SIP softphones client Avaya Agent for Desktop and Workplace.
• Call Recording and WFM solution knowledge.

What we offer:

At Workplace Options, we don't just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include:

Group Mediclaim Insurance for 6 lacs INR, Accident Insurance, Gym reimbursement, Tuition reimbursement, EAP Support Services, Mentorship program, WPO Cares, Employee exchange program, Comprehensive training provided for this position.

At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes.

We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth.

For further details about WPO please check out our website and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience

Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details ).

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