Job Description

About udaan

Founded in 2016 with a vision to 'transform the trade ecosystem in India leveraging technology,' udaan is India's largest business-to-business e-commerce platform. It has operations across categories including fruits and vegetables, FMCG, staples, lifestyle, electronics, home & kitchen, pharma, toys and general merchandise.

udaan is solving core trade problems faced by small and medium businesses, that are unique to India, through its unique India-fit low-cost business model by leveraging technology and bringing the benefits of eCommerce to them. It is a one stop shop for all business requirements in the b2b space. udaan has built inclusive tech tools for Bharat, specially catering to the needs of brands, retailers and manufacturers, providing them a level playing field to scale, trade and grow businesses.

Role Description

Function: IT

Reports to: Infrastructure Engineer-Unified Communication Head

End to end Ownership of Telecom/UC/Contact Centre solutions across Udaan office locations.

Identifying the right solution based on business need

Identify the Audio/Video conference solutions which are nextGen in nature.

Conduct remote troubleshooting in case of technical challenges.

Test alternative pathways until you resolve an issue.

Follow up on the incidents and to ensure all pending issues are addressed.

Refer customer feedback and identify the area of improvement.

Help create technical documentation and manuals

Generate performance matrix on a monthly basis and work on continuous improvement.

Manage vendors effectively.

Integrate various solution with telecom infrastructure Eg: Enablement of calling feature in CRM.

Configure and deploy monitoring to manage both capacity planning and issue alerting

Ensure all critical components are designed with high availability

Assist with development and implementation strategies for improving the efficiency, reliability and performance of these systems.

KRAs:

• Drive the Cost Targets for Zone/Category

• Bench marking

• Process Controls

Candidate Profile

Hands on experience in Linux (Centos / Redhat /Debain ) installation, recovery and troubleshooting.

Good knowledge on PJSIP, SIP,PRI,voice codex configuration

Good knowledge on PBX/EPABX and its advantages.

Expertise in Implementing and Managing the IP and analog PBX solutions.

Good understanding on networking domain.

Excellent understanding about various Contact centre solutions which includes opensource solutions as well.

Implementing monitoring systems (opensource) for various telecom solutions.

Hands on experience in contact centre - inbound, outbound, Dialers (predictive, progressive and preview), call-backs, IVR, CRM, Reports.

Maintaining Contact Center servers load, disk space and uptimes.

Familiar with call recording, PRI gateway, SIP etc.

Creation, configuration of Process, dispositions, Aux Codes, users, SIP Extensions, routing.

Deployment and testing of CRM and IVR.

Configuration and troubleshooting of E1 Gateways, IP Phones, Softphones etc.

Configuring, testing and maintaining PRIs.

Good knowledge of database and asterisk.

Excellent trouble shooting skills.

Vendor co-ordination and management.

Excellent verbal and written communications skills.

Good knowledge on PJSIP, SIP, PRI, voice codex and port related configuration

Through understanding on call centre environment management

Functional Competencies

Problem solving: Solve business problem with multiple data streams impacting decision making.

Data driven/ analytical: Process and analyse volume of multiple data streams to enable meeting business targets.

Collaborative skills: Cross-functional working and engagement with senior leaders to create success. Seamlessly navigate relationship dynamics in a high growth, young, agile business environment.

Results orientation: Deliver on daily numbers, short-term goals and long-term milestones set by business and efficacy.

Strong business and commercial acumen

What we offer

Hybrid work model

Robust insurance policy (medical, accidental)

Car lease through vendors

Gratuity