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Lead - ContactCentre

5 years

0 Lacs

Mumbai Metropolitan Region

Posted:3 days ago| Platform: Linkedin logo

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Skills Required

cisco voip design solarwinds ip software troubleshooting support api crm analysis network networking analyze monitoring networks communication certifications management leadership service

Work Mode

On-site

Job Type

Full Time

Job Description

Skills:

Contact Center Operations, Project Delivery, Omnichannel Solutions, Cisco VoIP, IVR Design, Solarwinds, Avaya IP Telephony, Unified Communications,

Responsibilities

RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

  • Responsible to lead A team for Contact Centre with project delivery and solar-wind (total observability software of IT assets) projects.
  • Handle Level 2 and L3 troubleshooting for Contact Centers, , VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
  • Handle SolarWinds implementation and support
  • Pre-sales support on above solution areas as well as preparing SOW
  • Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
  • Provide problem resolution, Root Cause Analysis, and Action Plans.

Requirements

  • Minimum 5 years of experience in a similar role within an SI Company.
  • Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
  • Experience with Contact Centers technologies, networking and voice
  • Ability to analyze problems and provide robust solutions.
  • Strong understanding of monitoring networks and Contact Center Applications,
  • Excellent communication, and organizational skills.
  • Relevant industry certifications (Contact Centers, Microsoft Technologies, Network,).

Technical Skills /Competencies

MANDATORY

  • Technical and business communication
  • technical skill in Network, Voice and Contact centre
  • People management and team leadership

Soft Skills

MANDATORY

  • Good Communication ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
  • Customer service and relationship management.
  • Problem Solving ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
  • Passion for Results Demonstrate the sense of urgency to deliver results

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