Job Description

The JD would include:

  • Managing of entire voice technology function globally for OnProcess, spanning across multiple geo locations. That includes all outbound voice, inbound voice and blended client programs.
  • Manage client programs on contact center systems with Omni channel around SMS, Web Chat and Email management systems.
  • Senior level support and ownership of the global voice function 24x7.
  • End-to-end design development of campaigns on these contact center technology systems which are deployed across different global locations of the company and also on cloud contact center systems.
  • That would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models.
  • Plan, document and lead all critical projects and assignments taken up globally by the voice technology group/function.
  • Manage all escalations from internal customers and client ends, around contact center technology systems and functions.
  • Thorough planning, coordination of system upgrades and other maintenance activities.
  • Coordinate with external provider and vendors and lead the discussions and projects. Support team to get involved and take similar responsibility.
  • Design BCP solutions around voice systems.
  • Review of tickets created in the voice domain to ensure process being adhered to and service quality being assured.
  • Interaction with Operations team, to understand problems, trouble shoot and resolve the same independently/in consultation with team/senior authorities.
  • Vendor interaction for system management, administration, escalation, upgradation, license enhancement and maintenance activities.
  • Lead discussion with project management and solutions teams to implement new design of programs, provide technical solutions as needed.
  • Maintain documentation and change management records.

 

Education/Experience/Skills:

BCA/MCA/M. Sc./BE/B. Tech. in IT, Computer Science, Electronics & Telecom with approximately 9 to 14 years of experience as detailed below.
  • Having experience in designing/administering Contact Center systems including Predictive Dialers, ACD Systems, PBX Systems, IVR, Trunk Lines, Voice loggers/IP PBX, SBC (session Border Controller) and Unified Communication Systems with Omni Channel.
  • Having working knowledge of certain programming languages, data base systems, web services and automation tools is needed.
  • Should be confident on these technology elements and must possess extensive hands on working experience in all or most of these systems.
  • Thorough understanding for database handling in context to leads generation, extraction, report generation, telecom data interpretation.
  • Having worked on any cloud contact center technology will be an added advantage.
  • Must have led projects related to contact center systems of significant scope and span, like new system implementation, integration of various systems and migration of technology platforms.
  • Advanced troubleshooting skills and technical comprehension capability.
  • Must have excellent planning, documentation and presentation skills, using MS Excel, Word and Power point.
  • Must have handled and groomed teams spanning from 5 -10 members.
  • Must be confident in verbal and written English communication.
  • Must have high team spirit and interpersonal skills, required for working with global teams.
  • Self-motivated and accountability is highly expected as part of behavioral traits.
  • Motivated for achieving growth by contributing and learning in a team with global exposure.
  • Should be open for rotational shift duty including afternoon, evening and night shifts.

Application Instructions

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