Telephony Engineer

Job Title: Telephony Support Engineer

Location: Gurugram/Noida

Experience: 4-8 Years

The Telephony Engineer Nice InContact 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 InContact CXone-based Omni Media IP Contact Centre solution. In this role you will:

• Provide operational support of Omni Channel Contact Centre systems including:
• Nice InContact 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 SaaS, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, VoIP, 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)