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Contact Centre Operations and Solutions Lead

Contact Centre Operations and Solutions Lead

Infosys

5 - 10 years

9 - 13 Lacs

Bengaluru

Posted:5 hours ago| Platform:

Apply

Skills Required

networking vlan linux tcp ip lead operations webrtc unified communications customer service pstn snmp xml avaya sip dhcp genesys communication system wan ntp voip protocols assurance telephony network operations h323 h248 customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Educational
Bachelor Of Comp. Applications,Bachelor of Engineering,MTech,MBA,BTech,Bachelor Of Science (Tech),Master of Science (Technology) Service Line
Cloud & Infrastructure Services Responsibilities

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 technologiesHTTP/XML/ASP/JSP, web servers

Experience with Contact Center EnvironmentContact 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

CommunicationStrong Verbal & Written communication skills and the ability to collaborate effectively with colleagues and customers.
Preferred
Skills:

Domain-Network-Contact Center Unified Communication Technology-Infrastructure-Contact Center-CTI concepts Technology-Network-Avaya Technology-Network-VoIP-Avaya-VoIP-VoIP Technology-Network-Unified Communications-Avaya UC

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Infosys

IT Services and IT Consulting

Bangalore Karnataka

10001 Employees

3459 Jobs

Key People

Salil Parekh

CEO & Managing Director
Richard Lobo

Executive Vice President and Head of Human Resources
Kiran Kumar

Senior Vice President and Head of Digital Services

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Contact Centre Operations and Solutions Lead