Lead - ContactCenter

RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

Responsibilities:

• Responsible to lead A team for Contact Center with project delivery and solar-wind (total observability software of IT assets) projects.
• Handle Level 2 and L3 troubleshooting for Contact Centers, , VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
• Handle SolarWinds implementation and support
• Pre-sales support on above solution areas as well as preparing SOW
• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
• Provide problem resolution, Root Cause Analysis, and Action Plans.

Requirements:

• Minimum 5 years of experience in a similar role within an SI Company.
• Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
• Experience with Contact Centers technologies, networking and voice
• Ability to analyze problems and provide robust solutions.
• Strong understanding of monitoring networks and Contact Center Applications,
• Excellent communication, and organizational skills.
• Relevant industry certifications (Contact Centers, Microsoft Technologies, Network,).

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

1. Technical and business communication
2. technical skill in Network, Voice and Contact centre
3. People management and team leadership

SOFT SKILLS:

MANDATORY

1. Good Communication ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
2. Customer service and relationship management.
3. Problem Solving ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
4. Passion for Results Demonstrate the sense of urgency to deliver results