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.
Area of Interest:
IT Solutions
Location:
Lahore
Career Level:
Degree(s)/Major(s):
BCS or BE-IT or equivalent/ MSc (Comp Sc) or IT
Experience Required:
1 - 2 years of relevant experience
Key Responsibilities:
Contact Center Solution Management.
- Performing daily operational tasks related to backend services/components
- Managing system backups.
- Handling voice and data solutions comprising Avaya, Genesys and NICE.
- Managing solution support without any vendor involvement.
- Providing support to business and proposing solutions with respect to the queries.
Avaya Solution Management
- Handling voice related issues
- Performing system level backups
- Managing Avaya CM v5 and AES
- Avaya cards management (CLAN, MedPro, IPSI)
- IP and Network region Management
Genesys Management
- Designing Genesys Routing Strategies
- Genesys Framework Management
- GVP Self Service IVR Management
- WFM and Infomart Management
NICE 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
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 Voice protocols
- Knowledge IP networking
- Experience of working on Avaya and Genesys
- Technical ability to solve problems and flexibility of approach towards solutions
- Understanding of recording and reporting solutions
- Able to handle end-to-end Operations without any external support
- Ability of proposing new & efficient solutions for catering operational tasks
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