Associate SME - VoIP

Bengaluru
6 - 8 years of experience
Job Description

Roles & Responsibilities

Hardware & Networking

 _Resolve / trouble shoot issues independently

_Guide the lower stream members for resolution

_Communicate with vendors / OEM for replacements / upgrades of Hardware / Application

 

PBX/IPT

_Troubleshoot issues independently & work on root cause analysis

_Create scripts for routing, Vectors & VDN

 _Integrating heterogenous systems - ACD / IVR / CTI / Dialers / Routers / Mux

_Managing dial plans and public VPN

_Carry out critical changes in the system

_Mentor second level team


Network Management Tools

_Automation of custom report generations

_Decipher logs at application and OS level


Voice/ Call Recording Solution

_Deployment, administration  and  troubleshooting of CDR and Voice recording solutions 

_Deployment of forms in tools similar to Nice perform/Screen capture tools

 

Backup & Recovery

_Work with the respective groups in finding work around

_Find a permanent solution, along with OEM / other support groups

_Perform restore & troubleshoot DRP 


Technical Skills

 

a.     Hardware,  Network Components, Devices (P)

b.     PBX (P)

c.     Network Infrastructure and Tools (P)

d.     Voice /Call Recording Solution (F)

Storage and Backup Administration (F)

Behavioral Skills

a.       Email  Communication, Presentation, Public Speaking  (P)

b.       Strategic Thinking, Transactions Processing, Planning (F)

c.       Analytical Thinking, Scientific Temperament (F)

d.       Interpersonal Skills (P), Nurturing Relationships (F)

e.       Customer Service Orientation, Business Appreciation (F)

 

 

Proficiency Legend: (A) - Aware;  (F) - Familiar;  (P) - Proficient;  (E) - Expert.

 

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.