Job Description

 Job Responsibilities

  • 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.

 

Education/Experience/Skills:

  •  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.

Application Instructions

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