MP-177454 (96590114)
Telecom Engineer with IVR design, BPO liaison, Scripting, Fax, DID/TFN, incident management, network tuning, Failover and upgrade experience
Location: Lake forest, California (Apria)
Duration: 12 months
Interview: In-person
Responsibilities:
•Vendor management and escalation
•Telephony systems administration and assisting in call flow design
•Telephony network diagnostics and utilization analysis
•Assisting in IVR design and application development
•Operational Support leadership and advisor
•BPO Technical liaison and advisor
•Scripting Changes
•Enterprise Fax solutions support
•Phone number moves, adds, and changes
•Amount of Scripts/Queues
•Implement Finesse Workflows
•Maintenance of DID/TFN identification and remediation
•Phone hardware tracking and returns
•Telephone deployments
•Coordination of firmware/patch deployments
•Participate in rotating “on call” schedule with other members of the team.
Process Skills:
•Remote management and monitoring of Telecom Operations.
•24×7 support to Large Global clients that have a distributed LAN, WAN setup.
•Level 2 and Level 3 support for Incident Management & service request.
•Creation of KB / SOPs and planning Change management process.
•Performance tuning of network devices and creation of SOP.
•Work with Service Providers to resolve escalated circuit problems to resolution.
•Failover Activities (Routing the traffic from Main Core to LSP/ESS) if Primary link is flapping, bouncing the endpoints, adding routes.
•Planning and Perform upgrade of voice network and integrated devices.
•Work with Hardware/Software Vendors to resolve problems.
•Act as an SME SPOC for certain Voice Network Products Specially Avaya UC with Session manager experience.
•Providing technical inputs for weekly/monthly customer service review reports.
Behavioral Skills:
•Resolve technical issues of projects and Explore alternate designs
•Participates as a team member and fosters teamwork by inter-group coordination within the modules of the project.
•Effectively collaborates and communicates with the stakeholders and ensure client satisfaction
•Train and coach members of project groups to ensure effective knowledge management activity.
•Ability to collaborate and communicate with all levels of management and personnel.
•Highly organized and skilled in project management methodologies
•Experience with MS Project.
•Ability to work with and motivate people as well as work on tasks with little or no supervision.
Qualification:
•Somebody who has at least 5 to 6 years of work experience in Enterprise Voice Network Environment
•Advanced knowledge of Network technologies and infrastructure to support an enterprise VOIP environment.
•Experience with Quality Monitoring and Workforce Management solutions (NICE WFM a plus).
•Knowledge of PHI and PCI compliance standards and best practices.
A mid-senior level L2/L3 Telecom Senior Support Engineer to manage a critical project for one of our biggest client in Medical domain. The Individual should be passionate about technology, experienced in developing and managing cutting edge technology applications.
Technical Skills:
This position is responsible for tactical and strategic telecommunications technology engineering and daily on-going maintenance support. This position requires the skillsets and experience needed to perform said responsibilities in support of the currently deployed EvolveIP Contact Center Solution, NICE & IEX product suites. This position must also develop and maintain documented environmental diagrams, standard operating procedures and other key knowledge base material as appropriate
Questions for the candidates:
1. Do you have experience on Nice & IEX Suite ? Management tool ?
2. Worked on Global Contact Centre Application support ?
3. Have work experience on IVR Design ?
4. Have work experience on Call flow Design ?