Telecom Engineer
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Mô tả công việc
Position Title: Telecom Engineer
Team/Area: Customer Care/Customer Experience Center
Direct Reports: None
Project: All projects supported by the Customer Experience Center
Reports To: To Be Determined
Salary: Commensurate with experience
NIIT Technologies is a leading global IT solutions organization servicing customers across the Americas, Europe, Asia and Australia. Focused on digital services, the company is helping businesses design agile, scalable and digital operating models. Differentiated on the strength of its industry expertise, NIIT Technologies services clients in travel and transportation, banking and financial services, insurance, manufacturing and media verticals, offering a range of services including application development and maintenance, infrastructure management, and business process management.
Job Summary:
Supporting NIIT’s Customer Experience Center in Augusta, GA, this position is responsible for operational oversight of telecom infrastructure for the fast paced, rapidly growing customer experience center. This position will work closely with leadership to develop, deploy and maintain telecom infrastructure to ensure client service level agreements and compliance.
Job Responsibilities:
• Uptime and system availability of complete voice infrastructure which includes Five9 and Connect First
• Thorough knowledge on cloud based contact center solutions
• Project management to include voice solution designing, implementation and delivery
• Vendor interaction, and working in with the Tier 2 Support to resolve issues
• BCP/Redundancy planning and implementation
• Budget planning to include capital investment sanctions and procurement
• Cost provisioning and monthly reporting to management
• ISO27001 patching, hardening and maintenance of various logs
• Experience in any predictive dialing solutions
• Excellent written and verbal communication skills
• Process management WRT to Connect Rate, Idle Rate and Abort Rate
• Creating and analyzing reports
• Close interaction with operation teams
• Monitoring and support the dialer
• Other duties as assigned.
Travel:
Up to 10% travel
Requirements:
• 5-8 years of experience in contact center telecom solutions
• Bachelor’s degree or 5+ years of relevant experience
• Working experience in ACD, PBX, voice logger, quality management tools, WFM tools, and multi-channel inbound contact center
• Good knowledge of networking and systems
• Operational experience of IVR integration with databases
• Strong written and verbal communication skills
• Solid knowledge of US telecom regulations
• Ability to work cross-functionally to resolve issues
• Hands-on leader with the ability to work within a culturally-diverse staff and cross-functional teams.
• Experience with fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
• COPC/ISO27001 knowledge
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Technologies is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.
Team/Area: Customer Care/Customer Experience Center
Direct Reports: None
Project: All projects supported by the Customer Experience Center
Reports To: To Be Determined
Salary: Commensurate with experience
NIIT Technologies is a leading global IT solutions organization servicing customers across the Americas, Europe, Asia and Australia. Focused on digital services, the company is helping businesses design agile, scalable and digital operating models. Differentiated on the strength of its industry expertise, NIIT Technologies services clients in travel and transportation, banking and financial services, insurance, manufacturing and media verticals, offering a range of services including application development and maintenance, infrastructure management, and business process management.
Job Summary:
Supporting NIIT’s Customer Experience Center in Augusta, GA, this position is responsible for operational oversight of telecom infrastructure for the fast paced, rapidly growing customer experience center. This position will work closely with leadership to develop, deploy and maintain telecom infrastructure to ensure client service level agreements and compliance.
Job Responsibilities:
• Uptime and system availability of complete voice infrastructure which includes Five9 and Connect First
• Thorough knowledge on cloud based contact center solutions
• Project management to include voice solution designing, implementation and delivery
• Vendor interaction, and working in with the Tier 2 Support to resolve issues
• BCP/Redundancy planning and implementation
• Budget planning to include capital investment sanctions and procurement
• Cost provisioning and monthly reporting to management
• ISO27001 patching, hardening and maintenance of various logs
• Experience in any predictive dialing solutions
• Excellent written and verbal communication skills
• Process management WRT to Connect Rate, Idle Rate and Abort Rate
• Creating and analyzing reports
• Close interaction with operation teams
• Monitoring and support the dialer
• Other duties as assigned.
Travel:
Up to 10% travel
Requirements:
• 5-8 years of experience in contact center telecom solutions
• Bachelor’s degree or 5+ years of relevant experience
• Working experience in ACD, PBX, voice logger, quality management tools, WFM tools, and multi-channel inbound contact center
• Good knowledge of networking and systems
• Operational experience of IVR integration with databases
• Strong written and verbal communication skills
• Solid knowledge of US telecom regulations
• Ability to work cross-functionally to resolve issues
• Hands-on leader with the ability to work within a culturally-diverse staff and cross-functional teams.
• Experience with fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
• COPC/ISO27001 knowledge
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Technologies is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.