Network Voice - 2 to 6yrs - Mumbai
Experience creating and implementing call center scripts/programs.
Experience creating and implementing call center management reports.
Experience developing use cases and test plans for call center scripts/programs preferred.
Experience with voice gateways and Cisco Unified CVP Customer Voice Portal preferred.
Experience with Contact Center and CRM/CTI integration preferred
Experience with implementing managing and supporting call recording
Ability to interact professionally with a variety of institutions
Excellent written and verbal communication skills
Ability to work independently and within a team
Desire to grow knowledge and skill set through on-the-job training, formal classroom training, and independent research
Designs, installs, configure supports, optimize and administer server and/or network systems and applications
Programs/scripts solutions or modifies programs/scripts to resolve problems using a structured approach. Tests coded solutions against customer acceptance criteria to ensure quality of product
Analyzes project needs/requirements and recommends solutions to enable enterprise integration
Provide good customer service to internal clients, by managing the resolution of help desk tickets and tasks. This includes responding to escalations, proactively notifying customers of issues, plus assessing and communicating business impact to management
Develops and implements systems and/or network standards, processes, and security
Communicates with vendors to obtain configurations and best practice recommendations
Shares on-call responsibilities for afterhours support, as required
Attends vendor training/conferences and presentations for continuing skills development
Ability and desire to learn independently as well as in a team. Learning from others while sharing knowledge with team members. Trains and mentors team members and other Customer technical resources as necessary
Experience with implementing managing and supporting call recording solutions
Completes other projects and duties as assigned.
Ability to work in shifts in 24 by 7 Support.
Primary Skills -Cisco Voip, UCCX,UCCE
Secondary Skills : Networking/ Telecom or Contact Center
2-3 years of Telecom Telephony experience.
Any Certification will be value added advantagemulti-site Cisco Unified Contact Center Enterprise and IVRs