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Unified Communications Professional III

Unified Communications Professional III

Watson Pharama

5 - 10 years

13 - 18 Lacs

bengaluru

Posted:2 days ago| Platform:

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Skills Required

it services sap ivr sap crm cms voip emc information technology analytics crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensure that all Unified Communications services are delivered to business with the right service levels.
Establish processes/procedures around the contact centre telephony. Implement continuous performance measurement of UC to identify, prioritize, initiate and manage services. Coordinates with and enables the IT services operational and support teams to perform pre-defined standard changes after testing it in the environment. Develop and maintain overall Contact Centers worldwide to support the organization s business strategy. Maintain complete documentation of Contact Center. Capacity planning Positional Objectives Owning and managing global UC infrastructure and identifying improvement opportunities Ability to Work with all BU s Mentor and coach Team members Leading Operational activities Telephony and Contact Owning the relationships with the global/local providers and ensuring that all SLAs are met. On an ongoing basis, examine current operational processes to identify and suggest potential operational improvements that will positively impact productivity, service, and safety, environmental and cost performance. Key Metrics (KPIs): Service satisfaction Infrastructure component availability/response time Project deployment time effectiveness

Your experience and qualifications

Minimum 5+ years of experience related to Avaya Contact Center: AACC, EMC, CMS, WFO and CRM integrations.
Engineering and implementing all or some of the following Contact Center modules: skilled based routing, universal queuing, intelligent callback, click to call/click to chat, self-service/IVR applications, cradle to grave reporting, and real-time dashboards. Engineering and implementing all or some of the following Quality Monitoring modules: voice analytics, VoIP recording, screen-capture, Scheduling/Workforce Management In-depth knowledge of call flow creation logic and migrations from legacy contact center solutions. Proven experience in capturing, documenting, and supporting end users requests, as well as working as a key element bridging the needs of the business with IT capabilities Current and familiarized with current Contact Center trends and evolution, including NPS, CSAT scoring, FCR, etc. Demonstrated ability to utilize Contact Center management tools, assuring performance, and interfacing with vendors Thorough understanding Avaya Contact Center solutions, e. g. , Avaya Aura orchestration designer. Understand product and software life cycle and capacity planning for Contact Center applications Strong verbal and written English communication skill

Accountability
Accountable for all UC Contact Center and Telephony systems. Accountable to the implementation, testing and administration of Telephony and Contact Center systems platforms. Review the feasibility of Telephony Contact Centers. Decision Making Authority Following priorities across the team based on business requirements Secure knowledge level of workforce is up to standard. Adhere to and promote relevant Infrastructure policies and procedures.

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Unified Communications Professional III