Contact Center Specialist
- Orange Business
- 3 - 5 years
- Noida, Gurugram
- 9 months ago
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Job Description
- Perform identification of failure points, troubleshooting and resolution for Genesys FCC system faults in customer and OBS network
- Liaise with the other OBS groups to resolve contact center faults on the network
- Log and track faults for voice customers and provide progress update reports until resolution
- Liaise with next level for fault escalation and resolution
- To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed
- To ensure the correct analysis and classification of each fault as it occurs on the network
- To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
- To accept Tickets and able to work with other groups and organization to resolve problem within set times
- Any other tasks or projects relevant to job as assigned by the group manager
- Activate chronic procedures to next level and Service Managers as necessary
knowledge and abilities
- Troubleshooting skills on Genesys Framework v76,v8x Genesys Voice portal
- Experience on reporting solutions (Informart contact center analyser) client interfaces (CCPulse Genesys Interactive Insights)
- Knowledge on scripting of Voice XML, PHP Java
- Experience on Automatic Speech Recognition Text to speech (Nuance, Talisma etc)
- Cosmocom contact center knowledge would be added advantage
- Working experience on different dialogic crads and Voice Gateways used in CC
- Configuration of E1/T1 and understanding of related protocols (ISDN SIP)
- Experience on Windows 2000/2003 and Linux/Unix
- Knowledge on database (mysql, mssqloracle) and SQL
- Qualified on Network, LAN/WAN topologies and protocols
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
- Ability to work under pressure
- Ability to deal with multiple tasks
- Presentation/Report writing skills
- Excellent problem solving skills are necessary
- Proactive, self motivated and determined attitude
- Flexibility in terms of working hours
- English language proficiency required second/multiple international language(s) proficiency beneficial
Education, qualifications, and certifications
- Engineering degree in telecommunication or Equivalent
- Formal certifications or trainings (ie Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) Genesys Certified Professional Consultant)
Experience
- Strong experience in telecommunications with 3-5 years technical
- Relevant experience should be 3-4 years
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network Service TechnicianEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram+ View Contact
Keyskills: Unix Linux WAN XML MySQL PHP Windows Troubleshooting Oracle SQL
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