Avaya Contact Center - Hyderabad
- Capgemini
- 5 - 8 years
- Hyderabad
- 4 years ago
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Job Description
We at Capgemini Engineering are hiring Avaya Contact Center (CC) Voice with Avaya Product Environment and working with global customers. Should possess excellent communications skills and willing to work in 24/7 working environment. Interested candidates may share your updated resumes to an***********v@ca******i.com
Requirement & Skills:
- Escalation of all support issues from Telephony support Frontline teams.
- Good working knowledge on Major products WFO, ACR, AES, AEP, POM.
- Handle all ticketed requests within a specified period of time and ensure closure of all tickets.
- Delivery of upgrades and enhancements as projects to existing telephony platform.
- Programming of call center IVR, call flows, VDNs, vectors.
- Familiarity of Avaya reporting adjuncts CMS, IQ, and ANAV.
- Familiarity with WFM and Call Recording solutions from an integration, administration, and support aspect.
- Understanding of VOIP and SIP from a signaling and integration perspective.
- Comfortable with Routing, Switching & System Security.
- Write call flow documentation based on these business requirements.
- Document existing call flows and maintain the repository of call flow documentation.
- Provide advice to the business teams on best practice call flows.
- Update internal knowledge base as required.
-Should have good working knowledge on call recording, Voice Mail, CMS, AES etc.
-Should be able to perform Telecom routine tasks such as managing tickets (requests / incidents), daily reports / checklists, backups etc.
-Should understand issues involved in Administration and Maintenance of Voice infrastructure.
-Should have good analytical and troubleshooting skills and have good understanding of the Change and Incident management process for Telecom.
-Should maintain Telecom inventory and Tracker on a real time basis.
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Programming & DesignRole: Programming & DesignEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in Computers, BCA in ComputersPost Graduation: MCA in Computers, M.Tech in ComputersDoctorate: Doctorate Not RequiredContact Details:
Company: ltran Technologies India Private Limited.Address: RMZ Ecospace,Block 9B 2nd Floor,Pritech Park SEZ,M, arathahalli VIllage,Bellandur, BANGALORE, Karnataka, IndiaLocation(s): Hyderabad
Keyskills: WFO VDN IVR VOIP Routing AEP Security Switching POM ACR SIP Avaya WFM
Capgemini
Capgemini Engineering combines, under one brand, a unique set of strengths from across the Capgemini Group: the world leading engineering and R&D services of Altran acquired by Capgemini in 2020 - and Capgemini's digital manufacturing expertise. With broad industry knowledge and cutting-edge ...
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