REF36603I - RingCentralGenesys CloudNice CXOneAWS connect -5-8 yrs-Mumbai

Call flow creation and management Script creation

Deliver IVR related Change Request/Service Request/Incidents and troubleshooting

Recording configuration and management

Voice mail set up and configuration

Setup in the application for queues routing SLAs

Skillbased autorouting

2nd level of troubleshooting.

Troubleshoot and resolve complex technical issues related to the telecom systems including voice quality connectivity and integration problems.

Work/Troubleshoot all inbound interactions (Chat email Call) from customers.

Timely handoff (escalation) of cases that require technical assistance to NOC etc.

Manage his backlog efficiently with a focus on customer satisfaction and first call resolution.

Other team player activities like contributing to KB notifying/discuss on any process improvement or best practices Sharing/upgrading tech and product expertise.

Support of the various  Voice Platforms like RingCentral Webinars (Townhalls)

Avaya S8300 (OnPrem) CNSH

Avaya S8500 (OnPrem) CNGZ

Digital Phone System by ChugHwa Telecom (OnPrem) TW

Babble (Sesui) (Cloudbased) UK etc.

Qualifications

1 to 3 Years of Experienced Graduate

Additional information

Expectations

2 to 7 Years of experience in VoIP & Basic Networking

Desirable Knowledge of protocols like TCP/IP VOIP UDP SIP RTP SRTP WebTV.

Exposure and understanding of video conferencing IM Voicemail DID carriers knowledge of VOIP and SIP.

Familiar with Salesforce Service Cloud or similar CRM systems KB systems and Customer portals for case management

Qualifications :

Diploma/Graduate

Remote Work :

No

Employment Type :

Fulltime