IVR / HCS Operation Support Engineer

Job Purpose:

Participate in 24x7 operations support, including being part of an on-call rotation to promptly attend to incidents reported.

Qualifications And Experience:

• Bachelor’s degree in Electronics & communication / Telecommunications or computer science or Equivalent degree with relevant No of years and experience.
• Minimum 3-4 years of experience in IP Telephony / UC Platform / IP-CC / TP / conferencing.
• Understanding for Network Design / Call routing / PRI / BRI.
• Understanding for Telecom Environment & Connectivity & Call flows.
• Basic understanding for IP -Networking.
• Understanding for Design, Coding, call routing, and ICM script Implementation, Technologies of IPCC and IP –Telephony.
• Understanding for ICM Scripting & Call manager
• Voice Gateway Configuration.

Skillset:

• SQL Server
• CVP
• Quality Management and Call Recording in contact Center.
• Interpersonal skills
• Team orientation
• Communication skills
• Technology understanding capability
• Project and staff management