CTI Administrator

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.
• Familiarity with implementation of IP Telephony and Dialer applications.
• 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