- Design development of campaigns on these technology systems of various brands which are installed across different global offices of OnProcess.
- That would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models. ACD routing,
- Database handling in context to leads generation, extraction, report generation.
- Trouble shooting of all of these elements for incident resolution.
- Resolution of issue tickets.
- Interaction with requesters to understand problems, trouble shoot and resolve the same in consultation with team/senior authorities.
- Monitoring of shared email boxes and ticket queues for 24x7 escalation/service requirement.
- Work with OEM and provider teams on upgrades and maintenance activities.
- Execution of standard BCP models as developed in the team.
- Interaction with project management teams to implement new design of programs, create technical solutions as needed.
- Maintain extensive documentation on new design and implementation.
- Track records of upgrades and change management records.
- BE/B. Tech. in IT, Computer Science, Electronics & Telecom with approximately 1-2 years of experience in an IT department of a Contact Center ( BPO) as detailed below.
- Having exposure in managing any of the following - Contact Center Technologies like Predictive Dialers, ACD Systems, PBX Systems, IVR, Trunk Lines, IP PBX, IP Based Unified Communication Systems.
- Understanding and hands on working knowledge on Database, MS Access, MS SQL.
- Ability to create reports and charts using MS Excel.
- Good problem solving skills.
- Expected to be confident in verbal and written English communication.
- Must have high team spirit and interpersonal skills, required for working with the global teams.
- Must be disciplined and have sense of accountability as part of behavioural traits.
- Motivated for achieving growth by contributing and learning in a team with global exposure.
- Rotational shift duty including afternoon, evening and night shifts, along with rotational duties on week-ends.