Lead and support day-to-day PBX and ACD operations, perform Avaya/Verint hardware and software troubleshooting, program call flows, assist with voice network and call-center system design, and escalate vendor support as needed.
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Job description
Roles & Responsibilities
- Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
- Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
- Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
- Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
- Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
- Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
- Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.
Technical Expertise:
- Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
- Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
- Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
- Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
- Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
- Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
- Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.
Qualifications
- Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
- Five years or more experience asset and logistic staff
- Experience in logistic packing and shipment of assets.
- Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
- Proven ability and experience in executing strategic asset management processes successfully
- Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
- Strong vendor management and negotiation skills
- Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
- Possess bachelor’s degree in information technology, computer science, or business administration, or in other related fields
- Strong ability to carry out assigned tasks independently with little supervision
- Excellent at performing multiple tasks at the same time without erring
- Excellent communication and interpersonal skills
- Any related certification will be added advantage
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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