Associate Analyst - Dialer Operations
- Gratitude
- 4 to 6 Yrs
- Mumbai
- 5 years ago
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Job Description
Job Title:
Associate, Dialer Operation
Location:
Mumbai
Job Description
ROLE AND RESPONSIBILITIES
1. Candidate must be experienced and responsible in handling day-to-day activates of Dialer and Technology support.
2. Good written and spoken English.
3. Candidate should be able to document day-to-day issues in the tracking tool and internal tracker.
4. Candidate should be able to do telecom audits based on the frequency set by management and the client.
5. Experience in maintaining and Testing Aspect, Genesis or LiveVox Cloud Dialer, Avaya, Cisco, and IP PBX Systems.
6. Should have knowledge about the Cisco CUCM and Cisco unity portal.
7. Should have knowledge about the networking and firewalls
8. Have hands-on experience of SQL queries and could easily deduce logical representation in SQL for campaign creation and planning.
9. Call flow configuring in XML for complex IVR Systems for inbound setup.
10. Must be able to create and integrate Accounts for users in a cloud environment.
11. Able to Configure day-to-day tasks like creating campaigns, loading lists, setting up groups, users, recordings retrieval, etc.
12. Be capable to troubleshoot Dialer / PBX / VOIP / Network-related issues and following up with service providers both internal and external during incidents.
13. Be hands-on in all day-to-day operational activities of maintaining the live platform, troubleshooting dialer issues, application issues, generating and analyzing Inbound and calling reports, resolving lawsuits and complaints using logs.
14. Experienced in gathering phone and server log files and configuration data for analysis in order to determine the root cause of problems and providing RCA.
15. Provide standby technical support outside office hours and weekends to handle unexpected Incidents or Operational breakdown.
KEY RESULT AREAS:
- Should have knowledge of MY SQL, Google API, Sybase queries, Aspect WFM 0 to 7.1, Windows systems and AD, ASPECT Devox, Conversation, EnsemblePro 5.2 and above, Aspect Enterprise Campaign Manager (ECM) & UIP 6.6., Linux, putty, LiveVox or Genysis Cloud, PDAS bridge, payment gateway processing like Payrazor, cloud backup, and APIs.
- Should be able to resolve the Cisco related and Network related
- Should have hands-on
- Should be able to resolve client and operational
REQUIREMENTS:
- Bachelors degree in Engineering or related technical field or equivalent
- Administering Cisco Unified Communications Workspace, Premise or Hosted dialer, SIP CUBE, and Gateways or equivalent
- At least two years recent experience in a position where primary responsibilities included Cisco Call Management or Dialer platforms in a large-scale
- At least four years of contact center and telecommunications experience
Salary up to 4.2 lacs
IMMEDIATE JOINER
SHIFT NIGHT
QUALIFICATIONS BSC IT, ENGINEER, ADDITIONAL COURSES CCNA, CCNP
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Telecom SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Associate Analyst - Dialer OperationsContact Details:
Company: Gratitude IndiaLocation(s): Mumbai
Gratitude
Gratitude IndiaClient Service HR Professional ALL OVER IndiaGRATITUDE INDIA is an ISO 9001:2008 Certified Recruitment Consultancy from last 11 years. We are the only National level Consultancy doing BPO Recruitments. Gratitude has been rated by CARE where it has received SE2A Rating. www.gratitude...
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