20 Rtcp Jobs

Miratech helps visionaries change the world by providing global IT services and consulting, combining enterprise and start-up innovation. Supporting digital transformation for leading enterprises, Miratech partners with large and small players to remain at the forefront of technology. With a values-driven culture focused on Relentless Performance, over 99% of Miratech's engagements have successfully met or exceeded objectives since 1989. Covering 5 continents and operating in 25+ countries, Miratech boasts nearly 1000 full-time professionals and an annual growth rate exceeding 25%. Join the team in revolutionizing customer experiences with a global leader in cloud contact center software, enabling seamless, personalized, and joyful interactions for businesses worldwide. The Voice Client team is dedicated to delivering essential voice call capabilities for customer call/contact center solutions, prioritizing high audio quality for an enhanced customer experience. Developing applications for Mac OS, Windows OS, and web-based platforms using cutting-edge technologies, the team interacts directly with customers to improve products continually. **Responsibilities:** - Contribute to the robust development of the global voice platform through design, development, and testing, ensuring high availability and scalability. - Write high-quality C++ code following best practices and engage in code reviews to maintain integrity and quality. - Enhance system capabilities for compatibility with the Google Cloud platform. - Troubleshoot solutions, identify root causes, and provide detailed analysis reports. - Contribute to CI/CD automation pipelines for customer service builds, deployments, and upgrades. - Respond promptly to production issues and collaborate to restore services efficiently. - Create technical documentation to facilitate system maintenance and troubleshooting. - Communicate effectively with peer development teams to foster collaboration and knowledge sharing. - Apply performance and scalability principles in software development to optimize system efficiency. **Qualifications:** - 5+ years of industry experience in software development and troubleshooting VOIP protocols (SIP, RTP, RTCP, WebRTC). - Expertise in C++ programming on Windows and macOS platforms. - Hands-on experience in frontend functionality using JavaScript. - Proficiency in troubleshooting tools, audio media analysis, and debugging techniques. - Experience with Agile/Scrum methodologies. - Bachelor's degree in a relevant discipline. - Positive, self-motivated attitude with strong communication skills. **Nice to have:** - Experience with virtual environments like Citrix and VMware. - Familiarity with JavaScript, Node.js. - Experience with Contact Centre, IVR, Virtual Agents, and telecommunications service providers. **We offer:** - Culture of Relentless Performance with a 99% project success rate and significant revenue growth. - Work From Anywhere Culture providing flexibility with remote work. - Growth Mindset with professional development opportunities. - Global Impact working on impactful projects for top clients. - Welcoming Multicultural Environment fostering inclusivity and support. - Social Sustainability Values focusing on IT education, community empowerment, fair practices, environmental sustainability, and gender equality.,

Join us in revolutionizing customer experiences with our client, a global leader in cloud contact center software. We bring the power of cloud innovation to enterprises worldwide, empowering businesses to deliver seamless, personalized, and joyful customer interactions. The Team The Voice Client team delivers crucial voice call capabilities for our customer call/contact center solutions. Our focus is on smooth and high audio quality to enhance the customer experience. We develop native applications for Mac OS and Windows OS, as well as web-based applications using the latest web technologies. Our direct interaction with customers allows us to promptly address their concerns and use their feedback to continually improve the product for an exceptional customer experience and added business value. Responsibilities: Contribute to the robust development of the global voice platform through comprehensive design, development, and testing processes, ensuring high availability and scalability. Using C++ as the main programming language, write high-quality code adhering to best practices. Actively participate in code reviews to maintain code integrity and quality. Enhance system capabilities ensuring compatibility with Google Cloud platform. Identify and troubleshoot solutions, determining root causes of issues and providing detailed Root Cause Analysis reports. Contribute to CI/CD automation pipelines to support the builds, deployments, and upgrades of voice services for customers. Respond promptly to production issues, collaborating with the team to restore services promptly. Demonstrate proficiency in creating technical documentation to facilitate system maintenance and troubleshooting. Effectively communicate with peer development teams engaged in joint projects, fostering collaboration and knowledge sharing. Understand and apply performance and scalability principles in software development to optimize system efficiency. 5+ years of industry experience in software development and troubleshooting VOIP protocols like SIP, RTP, RTCP and/or WebRTC 5+ years of expertise in C++ programming on both Windows and macOS platforms. Hands-on experience

- VOIP/CUCM/COLLAB Cisco Call Manager Cisco Unified Unity Connection Cisco Call Manager Express Cisco Unified Contact Centre Express Cisco IP Phones and Unified Clients Cisco Voice Gateways, Gatekeepers, Cisco IM and Presence, Jabber, CUPS, XMPP , Federation. Signaling Protocols MGCP, H323, Skinny, SIP Cisco Video Conferencing Technology (TMS, VCS Control/ Expressway servers, SX, MX, Room Kit, Cisco WebEx Room series etc.) Cisco Attendant console applications (CUEAC, CUBAC, CUDAC)

Job Area: Interns Group, Interns Group > Interim Engineering Intern - SW Qualcomm Overview: Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in. General Summary: Job Area :Engineering - Software Job Location Hyderabad / Bangalore / Chennai / Noida As a software engineer, you will design, develop Software for Qualcomms mobile chipsets which are based on cutting edge technology. Qualcomm is looking for energetic, creative and self-driven engineer to work in ¢ Multimedia Technologies such as Audio and Video codecs, Image Processing, ¢ Wireless Modem Technologies, such as 4G, WiFi, Bluetooth, Self-Organizing Networks. ¢ Platform Level SW, such as, Linux, Android, Windows, Board Support Packages. ¢ IOT Technologies, for Connected Cameras, Smart Assistants, Drones, Virtual Reality, Augmented Reality. Campus Grads will be working on following areas: Development of real-time embedded software and device drivers Mobile SW development for Windows Mobile, Android or Linux Good understanding of OS concepts, Data structures, etc C/C++ and object oriented design Wireless network standards such as CDMA/GSM/UMTS/LTE Linux/UNIX, Linux Drivers, Linux Kernel Development Protocols such TCP/UDP/IP/SIP/RTP etc Multimedia technologies including Audio, Video, Imaging Excellent analytical and problem solving skills Ability to collaborate and work in teams. Good verbal and written communication skill Opportunities include SW development for Android, Window Mobile based Embedded Platforms Multimedia software stack, firmware and driver Development Wireless Modem and connectivity Software and Firmware Development Communication protocol stack Software Development Kernel, BSP and Device Driver Development Application SW and UI development. SW Architecture for embedded devices based on Android, Windows. Design and development based on Object oriented programming. EducationMasters, BachelorsComputer Science Engineering, Communication Engineering, ECE, Applicants Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail myhr.support@qualcomm.com or call Qualcomm's toll-free number found here . Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law. To all Staffing and Recruiting Agencies Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications. If you would like more information about this role, please contact Qualcomm Careers.

Sr. Software Engr–VoIP (3+ yrs), SIP, RTP, Asterisk/Freeswitch, Kamailio, WebRTC, AWS, Golang, REST APIs, DevOps, MySQL, Linux. Prod-grade VoIP dev exp a must. C2H via TE Infotech (Exotel), Convertible to Permanent, Loc:BLR @ ssankala@toppersedge.com

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Procurement(RTP). Experience: 3-5 Years.

As an R&D Engineer, this role will be responsible for designing, developing, and testing innovative software solutions using C++ and performing system testing on Linux. You have: Programming experience minimum 4+ with C++11/C++14/STL on Linux Work experience in OOPS/OOAD concepts Work experience in writing multithreaded code, design patterns Worked in protocols such as TCP/UDP/IP, TLS, and socket programming. Worked in REST and GRPC-based API development Worked in Docker/Kubernetes/Microservice Worked in CI/CD, Familiarity of 3GPP standards in particular IMS/SIP domain. It would be nice if you also had: Exposure to LTE/5G Domain Exposure to media stack with SIP/RTP/RTCP processing, Media Codecs, Gstreamer/ffmeg libraries etc. As an R&D Specialist you will drive the development of advanced technologies, with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems. This role will provide you with the opportunity to work on pioneering projects in collaboration with global teams, using your expertise in architecture design and research. Development of advanced technologies with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems.

As a R&D Specialist, this role will be responsible for designing, developing, and testing innovative software solutions using C++ and performing system testing on Linux. You have: Programming experience minimum 4+ with C++11/C++14/STL on Linux Good understanding on OOPS/OOAD concepts Strong working experience in writing multithreaded code, design patterns Good understanding of protocols such as TCP/UDP/IP, TLS, socket programming. Knowledge on REST and GRPC based API development Knowledge on Docker/Kubernetes/Microservice Knowledge on CI/CD, Familiarity of 3GPP standards in particular IMS/SIP domain. It would be nice if you also had: Exposure to LTE/5G Domain Exposure to media stack with SIP/RTP/RTCP processing, Media Codecs, Gstreamer/ffmeg libraries etc. As an R&D Specialist you will drive the development of advanced technologies, with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems. This role will provide you with the opportunity to work on pioneering projects in collaboration with global teams, using your expertise in architecture design and research. Development of advanced technologies with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems.

Minimum Qualification : - B-Tech/BE (ECE / IT) Number of year of experience - 5 Years or Less Candidates should have a good understanding of Wireless Communication (2G/3G/4G) Candidate should have knowledge in VNF and CNF Candidate should have knowledge in IMS core (P-CSCF, S-CSCF,I-CSCF, TAS, MRF, BGCF,MGCF.MGW,MSS etc) Candidate should be very good hands-on experience on Linux Candidate should be very good experience in SIP ,Diameter and RTP/RTCP protocol Candidates should have a good attitude to work in a critical environment. Candidates should be ready to work on different shifts depending on the region. Candidate should have on experience in Kubernetes Knowledge in Open shift & 5G is an added advantage.

- Develop, implement, and maintain VoIP solutions using FreeSwitch and Asterisk. - Integrate VoIP systems with existing applications and infrastructure. - Troubleshoot and resolve issues related to VoIP systems and protocols. - Collaborate with cross-functional teams to design and implement new features and enhancements. - Stay updated with emerging technologies and industry trends in VoIP.

Immediate Openings on Telephony Architect _ Bengaluru _Contract Experience 5+ Years Skills Telephony Architect Location Bengaluru Notice Period Immediate . Employment Type Contract Working Mode Hybrid 1. Education A bachelor's degree in computer science, information technology, telecommunications, or a related field is often required. Higher education or certifications in telephony systems, Microsoft technologies, or cloud platforms are advantageous. 2. Experience Several years of experience in telephony systems, unified communications, and Microsoft Teams administration is essential. 4-6 years of experience and very strong knowledge in supporting / maintaining Unified Communication, Skype for Business 2015 with Enterprise Voice, Microsoft Teams in an enterprise environment. Previous work as a telephony engineer, architect, or administrator is beneficial. 3. Microsoft Teams Expertise In-depth knowledge of Microsoft Teams telephony features and capabilities, including Direct Routing, Calling Plans, and integration with SIP trunks or PBX systems. 4. Telephony Systems Proficiency in traditional telephony systems, such as PBX, PSTN, SIP, and VoIP, is crucial for seamless integration with Microsoft Teams. Experience in setting up the Teams Enterprise Voice/Meeting policies. (Normalization rules, Dial plan, PSTN usage, routes, & translation rules) Ability to configure and manage PSTN Voice gateway, AudioCodes, SBC, SBA, PBX. Ability to explain Microsoft Teams signaling flows and various troubleshooting methods. Expertise in debugging / troubleshooting the Teams call quality issues, using SIP / HTTPs log analysis. Familiar with Wireshark, Netmon, Snooper, Putty, Teams monitoring & reporting tools. Experience with Power shell Cmdlets and scripts to maintain Microsoft Teams. Microsoft Office 365 certification is plus. 5. Networking Skills Strong understanding of networking principles, protocols, and topologies, as well as QoS (Quality of Service) for call optimization. Good understanding of VOIP SIP, ICE - Turn Stun, RTP/RTCP/Media flow Codecs, SRTP, HTTPS/HTTP, DNS, DHCP protocols. 6. Scripting and Automation Familiarity with scripting languages like PowerShell for automation tasks related to Microsoft Teams telephony management. 7. Security Knowledge of telephony security best practice.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Procurement(RTP). Experience1-3 Years.

Job Area: Interns Group, Interns Group > Interim Engineering Intern - SW Qualcomm Overview: Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in. General Summary: Job Area :Engineering - Software Job Location Hyderabad / Bangalore / Chennai / Noida As a software engineer, you will design, develop Software for Qualcomm’s mobile chipsets which are based on cutting edge technology. Qualcomm is looking for energetic, creative and self-driven engineer to work in Multimedia Technologies such as Audio and Video codecs, Image Processing, Wireless Modem Technologies, such as 4G, WiFi, Bluetooth, Self-Organizing Networks. Platform Level SW, such as, Linux, Android, Windows, Board Support Packages. IOT Technologies, for Connected Cameras, Smart Assistants, Drones, Virtual Reality, Augmented Reality. Campus Grads will be working on following areas: Development of real-time embedded software and device drivers Mobile SW development for Windows Mobile, Android or Linux Good understanding of OS concepts, Data structures, etc C/C++ and object oriented design Wireless network standards such as CDMA/GSM/UMTS/LTE Linux/UNIX, Linux Drivers, Linux Kernel Development Protocols such TCP/UDP/IP/SIP/RTP etc Multimedia technologies including Audio, Video, Imaging Excellent analytical and problem solving skills Ability to collaborate and work in teams. Good verbal and written communication skill Opportunities include SW development for Android, Window Mobile based Embedded Platforms Multimedia software stack, firmware and driver Development Wireless Modem and connectivity Software and Firmware Development Communication protocol stack Software Development Kernel, BSP and Device Driver Development Application SW and UI development. SW Architecture for embedded devices based on Android, Windows. Design and development based on Object oriented programming. EducationMasters, BachelorsComputer Science Engineering, Communication Engineering, ECE, Applicants Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail myhr.support@qualcomm.com or call Qualcomm's toll-free number found here . Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law. To all Staffing and Recruiting Agencies: Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications. If you would like more information about this role, please contact Qualcomm Careers.

Minimum Qualification : - B-Tech/BE (EC) Number of year of experience - 3 + Years Candidates should have a good understanding of Wireless Communication (2G/3G/4G) Good experience of Deployment / Integration / Planning / Design / Testing& Troubleshooting in VNF and CNF in Projects Candidate should have knowledge in Nokia TAS VNF and CNF Candidate should have knowledge in IMS core (P-CSCF, S-CSCF,I-CSCF, TAS, MRF, BGCF,MGCF etc) Candidate should have in depth knowledge of Call flows end to end (CS, IMS, Volte & LTE) Candidate should be very good hands-on experience on Linux Candidate should be very good experience in SIP ,Diameter and RTP/RTCP protocol Candidates should have a good attitude to work in a critical environment. Candidates should have a good knowledge in troubleshooting and Wireshark Traces. Candidates should be ready to work on different shifts depending on the region. Candidate should have good hand on experience in Kubernetes Knowledge in Open shift & 5G is an added advantage.

Minimum Qualification : - B-Tech/BE (EC) Number of year of experience - 3 + Years Candidates should have a good understanding of Wireless Communication (2G/3G/4G) Good experience of Deployment / Integration / Planning / Design / Testing& Troubleshooting in VNF and CNF in Projects Candidate should have knowledge in Nokia TAS VNF and CNF Candidate should have knowledge in IMS core (P-CSCF, S-CSCF,I-CSCF, TAS, MRF, BGCF,MGCF etc) Candidate should have in depth knowledge of Call flows end to end (CS, IMS, Volte & LTE) Candidate should be very good hands-on experience on Linux Candidate should be very good experience in SIP ,Diameter and RTP/RTCP protocol Candidates should have a good attitude to work in a critical environment. Candidates should have a good knowledge in troubleshooting and Wireshark Traces. Candidates should be ready to work on different shifts depending on the region. Candidate should have good hand on experience in Kubernetes Knowledge in Open shift & 5G is an added advantage.

Primary Roles Responsibilities: Manage, support, and troubleshoot Cisco Unified Communications products including Unified Communications Manager(CUCM), Unity Connection(CUC), IM Presence(IMP), Contact Center Express(UCCX), and Expressway Clusters. Strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBCs. Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, Packet Capture tools etc. Knowledge of UCCX Scripting will be considered as an added advantage. Manage Tickets, incident, problem, change development requests via ITSM Learn to understand the customer environment (technical and political) and when to escalate. Participate in the modification and continual improvement of the both the professional services project documentation and related processes. Assist remote technicians in troubleshooting whenever required. Work with Vendors and Telcos whenever required. Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products services that Black Box supports. Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience. Perform other duties as assigned

As an R&D Engineer, this role will be responsible for designing, developing, and testing innovative software solutions using C++ and performing system testing on Linux. You have: Programming experience minimum 4+ with C++11/C++14/STL on Linux Work experience in OOPS/OOAD concepts Work experience in writing multithreaded code, design patterns Worked in protocols such as TCP/UDP/IP, TLS, and socket programming. Worked in REST and GRPC-based API development Worked in Docker/Kubernetes/Microservice Worked in CI/CD, Familiarity of 3GPP standards in particular IMS/SIP domain. It would be nice if you also had: Exposure to LTE/5G Domain Exposure to media stack with SIP/RTP/RTCP processing, Media Codecs, Gstreamer/ffmeg libraries etc. As an R&D Specialist you will drive the development of advanced technologies, with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems. This role will provide you with the opportunity to work on pioneering projects in collaboration with global teams, using your expertise in architecture design and research. Development of advanced technologies with a focus on creating cutting-edge solutions for network infrastructure, cloud technologies, and complex systems.

This role involves the development and application of engineering practice and knowledge in designing, managing and improving the processes for Industrial operations, including procurement, supply chain and facilities engineering and maintenance of the facilities. Project and change management of industrial transformations are also included in this role. - Grade Specific Focus on Industrial Operations Engineering. Develops competency in own area of expertise. Shares expertise and provides guidance and support to others. Interprets clients needs. Completes own role independently or with minimum supervision. Identifies problems and relevant issues in straight forward situations and generates solutions. Contributes in teamwork and interacts with customers. Skills (competencies)

About The Role Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. ? Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements ? Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs ? Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks ? Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Procurement(RTP). Experience1-3 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Work Location Delhi, Mumbai, Bengaluru | Years of experience 3 + years | Entity India Business | Level :11 -Analyst Key responsibilities Drive client value creation"""""""""""""""""""""""""""""""""""""""""""""""""""""""" Understand the client's business, priorities and leadership agenda Co-create with the client, articulate transformation and drive innovation agenda for the client Align the right teams or capabilities to enable (sell and deliver) successful transformation/innovation agenda Build long-standing, trust-based relationships Establish self as a trusted advisor with the client C-suite through an in-depth understanding of the client as well as industry Build networks at Accenture to be able to bring the best of Accenture to the client Grow the business/account Help originate deals based on defined commercial pathways; drive innovative deal construct and solutioning to grow business Delivery ownership and excellence Qualifications Professional qualifications Rich experience in the Digital Commerce and Marketing wi th in-depth industry expertise including the industry /digital/technology trends. Demonstrate sustained client relations management experience at a C-suite level or operated at a senior management level in the industry role. Experience in consulting and account management experience; domestic consulting experience preferred. Experience of SDP in CNR sector Organizations is also preferred. Educational qualifications Master’s degree in business administration (MBA) or post graduate degree in management (PGDM) from premier institutes preferred What’s in-store for you? Learn and grow continuously Build new skills, grow existing skills, develop new areas of expertise within functional, technical or industry areas of the business with Accenture’s unmatched 24/7 expert-curated learning boards, webinars and classroom-style training programs Innovate Get access to resources that will allow you to leverage the latest technologies and bring innovation to life with the world’s most recognizable companies Thrive and advance Grow your career as far as your ambitions take you. Truly human Bring your whole self to a company that aims to be the most diverse in the world and delivers real-time performance feedback based on your strengths, not stats