Job
Description
Minimum of 5-10 years of progressive experience in Contact Center network operations, with significant hands on experience managing AVAYA, NICE, Genesys & Five9 Contact Center & Unified Communication Systems Deep Understanding of OS, Network & VoIP protocols: Linux, TCP/IP, VLANs, WAN, DHCP, SNMP, NTP, SIP, H.323, H.248, WebRTC, Computer Telephony Integration, PSTN Proven experience leading and managing teams of network engineers. SBC, Firewall, NAT traversal, Troubleshoot Packet Loss, Delay, Codecs Having experience Solutioning of contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers Experience with Contact Center Environment: Contact Center Agents Floor, IP Phones, Digital Phones, Unified Communications, Presence, Speech to Text, Text to Speech, Speech Recognition, Voice & Screen Recording, Quality Management, Quality Assurance, Data Analytics, Reports for Business Insight Experience working on Contact center architecture (Five9 Customer Journey, Global Voice, Intelligent Omnichannel Routing, Digital Engagement, Unified Communications, Agent Desktop, CRM, Agent Assist, Customer Journey Tools, Reporting Analytics, API’s, SDK’s, Workflow Automation, WFO, Engagement Workflow, Supervisor Tools ) Experience working on Contact center architecture (Genesys AI Powered Cloud CX, EX, Genesys Edge Series, Genesys Predictive Routing ) Experience working on NICE Contact center Solutions (CXOne, Customer Service Automation, AI for Customer Experience, Digital & Self Service, Journey Orchestration & Routing, Work Force Engagement & Management, CX Analytics, Agent Assist, Open Cloud Platform ) Transformation to AI : AI based Contact Center Operations using VoiceBot, BioMetrics Communication: Strong Verbal & Written communication skills and the ability to collaborate effectively with colleagues and customers. Show more Show less
