Manager - Contact Center Technology - Avaya/Voice - BPO

Profiling Document

Role Name Manager ( CCT)

Band 7A

Profile Details

Qualification Bachelors in Engineering / MCA

Experience 7 plus years, 5-6 years relevant

Role & Responsibilities

- Providing technology support specific to Voice to all BU's

- Hands-on / project experience on Voice system implementation of Avaya S87xx, Avaya Voice mail, Avaya CMS, Avaya AES, Avaya Voice Portal, Voice and Screen Loggers (Nice and Verint, Aspect), Dialers (Aspect, Altitude), Cisco and Avaya Voip technology

- Strong experience on integration of systems such as Genesys, Aspect and Avaya ACD, Softphone with the voice based systems

- To Provide Voice based solution to our clients and their Implementation

- Hands on Experience on Call centre Implementation

- Effective communication, coordination and leadership skills.

- Team Work and coordination skills to interact with vendor support personnel, other systems support teams, operations teams and clients

- Should aware of SIP standards. Working knowledge on SBC is preferred.