Providing Contact Centre backend components/services support and managing CC infrastructure including voice, Self Service, recording and reporting solutions. To work in (24*7) shift roster.
Responsibilities:
Contact Center Solution Management.
Performing daily operational tasks related to backend services/components
Service Manager tickets management.
Handling voice and data solutions comprising Avaya, Genesys and NICE.
Providing support to business and proposing solutions with respect to the queries.
Handling voice related issues
Performing system level backups
IP and Network region Management
Designing Genesys Routing Strategies
Genesys Framework Management
GVP Self Service IVR Management
Recording Solution Management including CLS, Perform, Logger and Storage
Database Management
SQL Server Management
Managing jobs
Data and file system backups
SQL queries designing
Server Management
Windows Server 2003 and 2008 Management
OS level issues troubleshooting
System backups management
Insourcing IT Management
Understanding of IP Network
Understanding of Microsoft Domain Architecture
Hardware issues Troubleshooting
Application level issues troubleshooting
Escalation and coordination with off shore team
Able to work under pressure
Good presentation skill
To work in shift roster (24*7) and to come over weekend on call for any emergency situations handling
Functional Skills/Knowledge Areas:
Understanding of Contact Center infrastructure
Understanding of PC/application troubleshooting
KnowledgeIP networking and Voice protocols
Capability of understanding end user problem
Experience of working on Avaya and Genesys
Technical ability to solve problems and flexibility of approach towards solutionswith minimal technical guidance
Understanding of recording and reporting solutions
Ability to take initiatives and have proactive approach
Able to handle end-to-end Operations without any external support
Ability of proposing new & efficient solutions for catering operational tasks
Application Deadline: 08-Jul-2012
Online Apply
Responsibilities:
Contact Center Solution Management.
Performing daily operational tasks related to backend services/components
Service Manager tickets management.
Handling voice and data solutions comprising Avaya, Genesys and NICE.
Providing support to business and proposing solutions with respect to the queries.
Handling voice related issues
Performing system level backups
IP and Network region Management
Designing Genesys Routing Strategies
Genesys Framework Management
GVP Self Service IVR Management
Recording Solution Management including CLS, Perform, Logger and Storage
Database Management
SQL Server Management
Managing jobs
Data and file system backups
SQL queries designing
Server Management
Windows Server 2003 and 2008 Management
OS level issues troubleshooting
System backups management
Insourcing IT Management
Understanding of IP Network
Understanding of Microsoft Domain Architecture
Hardware issues Troubleshooting
Application level issues troubleshooting
Escalation and coordination with off shore team
Able to work under pressure
Good presentation skill
To work in shift roster (24*7) and to come over weekend on call for any emergency situations handling
Functional Skills/Knowledge Areas:
Understanding of Contact Center infrastructure
Understanding of PC/application troubleshooting
KnowledgeIP networking and Voice protocols
Capability of understanding end user problem
Experience of working on Avaya and Genesys
Technical ability to solve problems and flexibility of approach towards solutionswith minimal technical guidance
Understanding of recording and reporting solutions
Ability to take initiatives and have proactive approach
Able to handle end-to-end Operations without any external support
Ability of proposing new & efficient solutions for catering operational tasks
Application Deadline: 08-Jul-2012
Online Apply
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