Posted:5 days ago| Platform: Linkedin logo

Apply

Skills Required

planning automation communication oracle recording management maintenance licensing design optimization sip ip network certifications

Work Mode

On-site

Job Type

Full Time

Job Description

  • Troubleshoot all contact centeroperations related issues
  • Ensure ticketsare assigned to correct team
  • Update the ticket with resolutionremarks and close the ticketon time Contribute towards


  • Daily Performance Review
  • Managing all P1/P2 &P3incidents during shift
  • Closure of all tickets withinSLA
  • Providing the RCA withinSLA or Workaround / Solution
  • Adherence- MonthlyCapacity planning reports
  • Pre & Post implementation review for all RFC's
  • Conducting minimum2 technical trainingsessions per month
  • Review & updateminimum SOPs per process Opening Problem Ticketfor all repeatedincidents
  • Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives


  • Advance Contact center Technical Operationswith strong hands-on:


  • Amazon Connect


  • Avaya communication managerseries version 6.x onwards
  • Avaya productslike Session Managers,System Managers, Media-servers, AES, gateways


  • Oracle Acme SBC's
  • Genesys Pure Cloud
  • Recording platforms - Verint version11.x -15.x , Nice version - 3.x to 6.x


  • Workforce Management platform- Verint, IEX or Aspect
  • Omni-channel, Chatbotand speech analytics
  • Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA’s 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, AspectUnified IP and or Avaya.
  • Knowledge on omni-channel, digitaland analytics


  • Should have fair understanding of Network basics,additional certifications in voice/ networkstream would be beneficiary.

More Jobs at NTT DATA, Inc.

NTT Data - Walk-in Interview - Hiring Freshers For Voice process

Chennai

Experience: Not specified

|

INR 0 - 2 Lacs

Senior Associate Software Development Engineer

Chennai, Tamil Nadu, India

Experience: Not specified

|

Salary: Not disclosed

Intern / Apprentice

Mumbai, Maharashtra, India

Experience: Not specified

|

Salary: Not disclosed

Intern / Apprentice

Mumbai Metropolitan Region

Experience: Not specified

|

Salary: Not disclosed

Security Managed Services Engineer (L2)

Mumbai, Maharashtra, India

Experience: Not specified

|

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Google Play App Store
coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
NTT DATA, Inc. logo
NTT DATA, Inc.

IT Services and IT Consulting

Tokyo Plano

RecommendedJobs for You

NTT DATA, Inc. logo

Voice L3 - Noida

NTT DATA, Inc.

noida, uttar pradesh, india

NTT DATA, Inc. logo

Voice L3 - Noida

NTT DATA, Inc.

noida, uttar pradesh, india