Job Description

Job Code
JOB001826
Designation
Associate-Telephony Administrator
Business Vertical
XYLEM LEARNING
Key Responsibility
Key Responsibilities Telephony System Management IVR Flow Management: Serve as the main point of contact for the telephony service provider. Design, implement, test, and maintain all Interactive Voice Response (IVR) call flows to efficiently route incoming calls across different business verticals and campaigns. Outbound Dialing Configuration: Ensure the outbound dialer and predictive dialing systems are configured for optimal performance, ensuring maximum agent productivity and adherence to regulatory compliance (e.g., DNC lists). System Reliability: Proactively monitor the telephony system's health, stability, and availability. Rapidly coordinate with the service provider to resolve any outages, latency issues, or call quality degradation. Data Integration and Reporting CRM Integration: Ensure the seamless and accurate flow of all call data (including call logs, recordings, duration, disposition codes, and agent IDs) from the telephony platform directly into the Customer Relationship Management (CRM) system. Performance Reporting: Design and maintain a suite of clear, accurate, and timely performance reports for sales and operations managers, allowing them to effectively audit sales team performance, call quality, service level agreements (SLAs), and key operational metrics (e.g., utilization, conversion rates). Data Integrity: Regularly audit data points to ensure consistency between the telephony platform and the CRM system. Process and Stakeholder Coordination Change Management: Manage the request, testing, and deployment lifecycle for new IVR menus, new lines/extensions, changes to routing logic, and system upgrades. License and Capacity Planning: Monitor system usage and work with management to ensure adequate licensing and capacity to support business growth and peak call volumes. Training & Support: Provide technical support and training to operations managers and end-users on telephony features, softphone usage, and troubleshooting common issues.
Location
Mankkavu
State
Kerala
Country
India
Educational Qualification
Qualifications Experience: Minimum of 3-5 years of experience managing large-scale call center telephony systems (e.g., Avaya, Genesys, Five9, RingCentral, or similar cloud-based platforms). Technical Proficiency: Proven expertise in IVR design, ACD (Automatic Call Distribution) routing, dialing mechanisms (predictive, progressive, power dialers), and telephony protocols (SIP, VoIP). Integration Knowledge: Strong understanding of CRM integration with telephony systems (preferably including experience with APIs or middleware used for data sync). Analytical Skills: Excellent ability to analyze call center data, identify performance trends, and translate business needs into technical configurations and actionable reports. Communication: Exceptional written and verbal communication skills, with the ability to effectively coordinate with external vendors (Service Providers) and internal business stakeholders. Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent professional experience).
Age
25-40
Experience
>1
Salary Range
Not Disclosed.