Job Seekers, Please send resumes to resumes@hireitpeople.com
Responsibilities
- Apply defined practices and procedures to design, implement, and support a variety of IT products and services in the Contact Center, including Computer Telephony Integration(Avaya/Genesys/ININ), Interactive Voice Response(ININ) , Call Recording, and Workforce Management solutions(Aspect eWFM).
- Manage a moderate scope of the overall product and service.
- Analyze and synthesize a variety of inputs to create IT products and services in the Contact Center.
- Exercise judgment using predefined procedures and practices to deliver IT products and services in the Contact Center.
- Work independently, with general instructions on new IT development assignments.
- Provide tier 2 and 3 support for incident resolution
- Function as on-call or backup for other team members
- Manage operational tasks and keep the ticket queue updated with response and resolution meeting/exceeding the SLA expectations
- Passion for growing and applying technical skills in service to customers.
- Experience with Agile Development, and SCRUM is good to have
- Partner with internal and external teams to deliver the outcomes and provide quality service for customer delight
Qualifications -
- BE/B.Tech/MCA from reputed Institutions with good, consistent academic record
- Possess 5+ years relevant experience
- Possess hands on experience and working knowledge in several applications / components or products including:
- CTI – Computer Telephony Integration – Genesys/ Avaya/ Cisco/ Interactive Intelligence.
- IVR – Interactive Voice Response - Genesys/ Avaya/ Cisco/ Interactive Intelligence/Nortel.
- Quality Monitoring /Call Recording – Empirix/Verint/ Nice
- Workforce Management – Genesys WFM, Aspect eWFM
- Automated Call Distribution (ACD)
- Possess a strong track record of producing build deliverable on time and of high quality, including documentation and thorough testing
- Possess a solid understanding of applications designs, schema and integration patterns
- Programming experience in Java / .NET would be an added advantage
- "Self-starter"" attitude and ability to make decisions independently.
- Helpful, can-do attitude and a willingness to take ownership of problems.
- Strong desire to learn and grow.
- Excellent problem solving skills with a history of superb delivery against assigned tasks.
- Excellent verbal and written communication skills.
