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IVR / HCS Operation Support Engineer

Job Purpose:

Participate in 24x7 operations support, including being part of an on-call rotation to promptly attend to incidents reported.


Qualifications And Experience:

  • Bachelor’s degree in Electronics & communication / Telecommunications or computer science or Equivalent degree with relevant No of years and experience.
  • Minimum 3-4 years of experience in IP Telephony / UC Platform / IP-CC / TP / conferencing.
  • Understanding for Network Design / Call routing / PRI / BRI.
  • Understanding for Telecom Environment & Connectivity & Call flows.
  • Basic understanding for IP -Networking.
  • Understanding for Design, Coding, call routing, and ICM script Implementation, Technologies of IPCC and IP –Telephony.
  • Understanding for ICM Scripting & Call manager
  • Voice Gateway Configuration.


Skillset:

  • SQL Server
  • CVP
  • Quality Management and Call Recording in contact Center.
  • Interpersonal skills
  • Team orientation
  • Communication skills
  • Technology understanding capability
  • Project and staff management

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