Job Description
Job Title: Telephony Support Engineer
Location: Gurugram/Noida
Experience: 4-8 Years
The Telephony Engineer Nice In Contact CXone will be responsible for managing Retiree Health Solution's Telephony Networks and Contact Centre technologies. This includes documenting, troubleshooting and resolving issues with a multifaceted and complex environment. The role will be responsible for support of the Contact Centre environment, designing and implementing solutions to reflect business needs and participating in a major project to migrate services to a new, state of the art Nice In Contact CXone-based Omni Media IP Contact Centre solution. In this role you will:
- Provide operational support of Omni Channel Contact Centre systems including:
- Nice In Contact IP Contact Centre
- Nice IEX Workforce management
- Agent For Dynamics CRM CTI connector
- Contact Centre reporting systems
- Design and implementation of complex Omni Media contact handling strategies and scripting
- Develop and manage integrations between Contact Centre platforms and CIGNEX corporate systems on a global, platform-wide basis, including Microsoft Dynamics CRM, CIGNEX core and back-office systems and IT and network infrastructure
- Ensure service continuity and resolution of issues
- Manage support processes and maintain strong working relationship with Nice In Contact
- Engagement with business to capture requirements and translation into functional and technical specifications
- Executing the telephony pipeline - Management and delivery of stakeholder requests within agreed project and operational timelines
- Generate and automate reporting/dashboards for key Nice In Contact performance measures, e.g. dropped calls, abandoned rates, wait times. Support call center reporting and analysis requests
- Drive continuous improvement of systems and configurations
- Maintain documentation of as 'built' environment
Competencies
- +5 years of experience supporting a Call Center or Contact Center industry is required.
- +3 years’ experience managing Nice In Contact Call Center solution. Experience deploying Nice In Contact Call Center solution a plus.
- Proven ability to successfully work towards SLAs and manage support processes
- Proficient experience in call flow and IVR design.
- Proficient with Web Services and knowledge in SOAP, XML, API and with HTTP and Regular Expressions
- Strong knowledge of Saa S, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, Vo IP, IVR/VRU and Contact Center practices – Experience with NICE Monitoring and IEX WFM are a plus.
- Must be a self-starter possessing excellent time management skills; able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
- Strong communication skills and ability to work collaboratively with business and technology stakeholders
- Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
Location: Gurugram/Noida
Experience: 4-8 Years
The Telephony Engineer Nice In Contact CXone will be responsible for managing Retiree Health Solution's Telephony Networks and Contact Centre technologies. This includes documenting, troubleshooting and resolving issues with a multifaceted and complex environment. The role will be responsible for support of the Contact Centre environment, designing and implementing solutions to reflect business needs and participating in a major project to migrate services to a new, state of the art Nice In Contact CXone-based Omni Media IP Contact Centre solution. In this role you will:
- Provide operational support of Omni Channel Contact Centre systems including:
- Nice In Contact IP Contact Centre
- Nice IEX Workforce management
- Agent For Dynamics CRM CTI connector
- Contact Centre reporting systems
- Design and implementation of complex Omni Media contact handling strategies and scripting
- Develop and manage integrations between Contact Centre platforms and CIGNEX corporate systems on a global, platform-wide basis, including Microsoft Dynamics CRM, CIGNEX core and back-office systems and IT and network infrastructure
- Ensure service continuity and resolution of issues
- Manage support processes and maintain strong working relationship with Nice In Contact
- Engagement with business to capture requirements and translation into functional and technical specifications
- Executing the telephony pipeline - Management and delivery of stakeholder requests within agreed project and operational timelines
- Generate and automate reporting/dashboards for key Nice In Contact performance measures, e.g. dropped calls, abandoned rates, wait times. Support call center reporting and analysis requests
- Drive continuous improvement of systems and configurations
- Maintain documentation of as 'built' environment
Competencies
- +5 years of experience supporting a Call Center or Contact Center industry is required.
- +3 years’ experience managing Nice In Contact Call Center solution. Experience deploying Nice In Contact Call Center solution a plus.
- Proven ability to successfully work towards SLAs and manage support processes
- Proficient experience in call flow and IVR design.
- Proficient with Web Services and knowledge in SOAP, XML, API and with HTTP and Regular Expressions
- Strong knowledge of Saa S, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, Vo IP, IVR/VRU and Contact Center practices – Experience with NICE Monitoring and IEX WFM are a plus.
- Must be a self-starter possessing excellent time management skills; able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
- Strong communication skills and ability to work collaboratively with business and technology stakeholders
- Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
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