It Manager

Cyfuture

10 - 12 years

12 - 15 Lacs

noida

Posted:12 hours ago| Platform:

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Skills Required

bpo it operations dialer it helpdesk it service desk

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Troubleshoot and resolve complex technical issues related to:

IVR call flows & configuration
Dialer systems (predictive, progressive, preview)
Call connectivity, routing, call quality, SIP/VoIP
CRM functionalities, integration issues & system errors
Basic networking, connectivity, and system accessibility

Collaborate with telecom, IT infrastructure, and operations leaders to ensure maximum uptime and stability.
Manage dialer performance, user configuration, campaigns, and reporting.
Conduct system audits, preventive checks, and performance optimization.
Handle all escalations and ensure timely closure of technical issues.
Drive implementation of new features, upgrades, and participate in UAT.
Maintain documentation, SOPs, and provide guidance to junior team members.

Required Skills & Qualifications

Graduate in technical discipline.
710 years of technical support experience in BPO/Contact Centre operations.
Strong expertise in:

IVR, Dialer, ACD, CTI
SIP/VoIP, telecom basics
CRM systems & integrations
Networking fundamentals (LAN/WAN/IP)

Strong analytical, troubleshooting, and communication skills.
Ability to work under pressure and manage critical escalations.

Preferred Skills

Experience working with platforms such as Avaya, Ameyo, Genesys, Aspect, etc.
Exposure to cloud-based contact centre solutions.
Understanding of call-flow design and system architecture.

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