Voice Engineer L3 @NTT Global-Noida

Job Description

Looking for Voice L3 @NTT Global-Noida location. Voice L3 Troubleshoot all contact center operations related issues Ensure tickets are assigned to correct team Update the ticket with resolution remarks and close the ticket on time Contribute towards Daily Performance Review Managing all P1/P2 &P3 incidents during shift Closure of all tickets within SLA Providing the RCA within SLA or Workaround / Solution Adherence- Monthly Capacity planning reports Pre & Post implementation review for all RFC's Conducting minimum 2 technical training sessions per month Review & update minimum SOPs per process Opening Problem Ticket for all repeated incidents Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives Advance Contact center Technical Operations with strong hands-on: 1. Avaya communication manager series version 6.x onwards Avaya products like Session Managers, System Managers, Media-servers, AES, gateways Oracle Acme SBC's Genesys Pure Cloud Recording platforms - Verint version 11.x -15.x , Nice version - 3.x to 6.x Workforce Management platform- Verint, IEX or Aspect Omni-channel, Chatbot and speech analytics Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLAs management, vendor management Provide and develop Planning, Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony. Additionally, role requires; SIP, IP & TDM technologies CTI technologies and integrations with various third party systems Dialer technologies like, Genesys, Aspect Unified IP and or Avaya. Knowledge on omni-channel, digital and analytics Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary. Interested candidate can apply only 8+ years candidate or can share the cv on darshanag@itsourceglobal.com