Job
Description
Role Overview: As a member of the team at WNS (Holdings) Limited, you will be responsible for researching software updates to enhance capacity and optimize performance. Your role will involve identifying short-term goals to boost productivity in the communications infrastructure and ensuring all equipment functions are optimized for efficiency. Additionally, you will perform network analysis to enhance security measures and prevent future failures or downtime. Staying updated with new technologies in the field will be a key aspect of your responsibilities. Key Responsibilities: - Research software updates for increased capacity and optimized performance - Identify short-term goals to enhance productivity in communications infrastructure - Ensure optimization of all equipment for efficiency - Conduct network analysis to improve security and prevent future failures - Stay informed about new technologies in the field - Create and manage call flows and scripts - Handle IVR-related Change Requests, Service Requests, Incidents, and troubleshooting - Manage recording configuration and voice mail setup - Configure setup in the application for queues, routing, and SLAs - Perform skill-based auto-routing and 2nd level troubleshooting - Troubleshoot and resolve complex technical issues related to telecom systems - Work on inbound interactions from customers through Chat, email, and Calls - Timely escalate cases requiring technical assistance to NOC - Efficiently manage backlog with a focus on customer satisfaction - Contribute to team activities such as knowledge base updates and process improvements - Support various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300, Avaya S8500, Digital Phone System by ChugHwa Telecom, and Babble (Sesui) Qualifications: - Bachelors degree (Note: No additional details about the company were provided in the job description.) Role Overview: As a member of the team at WNS (Holdings) Limited, you will be responsible for researching software updates to enhance capacity and optimize performance. Your role will involve identifying short-term goals to boost productivity in the communications infrastructure and ensuring all equipment functions are optimized for efficiency. Additionally, you will perform network analysis to enhance security measures and prevent future failures or downtime. Staying updated with new technologies in the field will be a key aspect of your responsibilities. Key Responsibilities: - Research software updates for increased capacity and optimized performance - Identify short-term goals to enhance productivity in communications infrastructure - Ensure optimization of all equipment for efficiency - Conduct network analysis to improve security and prevent future failures - Stay informed about new technologies in the field - Create and manage call flows and scripts - Handle IVR-related Change Requests, Service Requests, Incidents, and troubleshooting - Manage recording configuration and voice mail setup - Configure setup in the application for queues, routing, and SLAs - Perform skill-based auto-routing and 2nd level troubleshooting - Troubleshoot and resolve complex technical issues related to telecom systems - Work on inbound interactions from customers through Chat, email, and Calls - Timely escalate cases requiring technical assistance to NOC - Efficiently manage backlog with a focus on customer satisfaction - Contribute to team activities such as knowledge base updates and process improvements - Support various Voice Platforms like RingCentral Office, NICE inContact CXOne, Avaya S8300, Avaya S8500, Digital Phone System by ChugHwa Telecom, and Babble (Sesui) Qualifications: - Bachelors degree (Note: No additional details about the company were provided in the job description.)
