Service Reliability Engineer: Voice

Service Reliability Engineer: Voice: For BT Gurugram.

Skills required for the job

• At least 12 months relevant experience

• Full level understanding on 2-3 technologies
• Should be having

  good knowledge on Cisco IPT and UCCE

• Good understanding of Voice Gateways & SBCs

• Good understanding of voice protocols like SIP.

• Basic understanding on Genesys, Five9, MS Teams & Cisco UCCE platform.WFM,Pure Cloud, EGain, webchat

• Good understanding on recording solutions like Verint etc.
• Basic knowledge of Call centre systems, voice applications, voice gateways, voice gatekeepers, IP phones, Jabber, Webex, desk phones and softphones
• Ability to organize and attend on international conference call and discuss technical issues
• Experience in operation of end to end customer solutions
• Excellent communication, Interpersonal skills - internally, analytical thinking
• Self-starter, able to work with minimal guidance and supervision
• Team-player eager to learn and also share skills and experience
• Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users
• Keen learner and support CI environment
• Stakeholder management (Account Team) with internal and external customers

Interested applicants , Please share the below details and resume ataparajita.senmajumder@bt.com

Total Experience: .

Relevant Exp:

Current CTC:

Expected CTC:

Notice Period:

Contact Number:

Current Location:

Are you willing to work from Gurgaon: Yes/No:

What I’ll be doing – your accountabilities

• Providing in-depth technical support to customers through monitoring, localisation and remote repair
• Technical understanding of ‘solution’ level offerings, with ability to continually develop knowledge with new offerings
• Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience
• Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)
• Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)
• Contributing knowledge and experience to help improve processes and systems through continuous improvement
• Proactive and effective jeopardy management, including accurate adherence to the escalation process
• Identification of underlying problems and driving through problem management to resolution (PM)
• Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.
• Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.
• Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively
• Participating in technical training, knowledge sharing and creating Knowledge management articles
• Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.
• Proactively raise improvement opportunities, and own small, incremental bugs to completion.
• Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.
• Focused to work in accordance to contractual SLA and BT Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
• Effectively managing the Incidents Lifecycle’s - esp. P1/P2 & Aged Incidents
• *Queue Management( Proactive /Reactive triage management)
• This acts as First point of contact for the customers and has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.
• Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).
• Functional mailbox management.
• Calls Handling (P1/CIM/Critical Stakeholder calls)
• Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs
• Ensure all DR’s are following the Published Processes when working on ITIL functions and make regular checks to enforce this.

Business Impact:

• High impact on customer satisfaction and retention of contracts

Qualifications:

• ITIL Foundation highly desirable
• CCNA (or similar level of knowledge)

Interested applicants , Please share the below details and resume ataparajita.senmajumder@bt.com

Total Experience: .

Relevant Exp:

Current CTC:

Expected CTC:

Notice Period:

Contact Number:

Current Location:

Are you willing to work from Gurgaon: Yes/No: