Contact Centre Technology Operations Officer (Lahore)

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Position Purpose:	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:	IT Officer
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
Application Deadline:	14-Aug-2011

Apply Online at  http://careers.telenor.com.pk/