Contact Centre Operations and Solutions Lead

Job Description

Key Responsibilities: Minimum of 5 10 years of progressive experience in Contact Center network operations with significant hands on experience managing AVAYA NICE Genesys Five9 Contact Center Unified Communication Systems Deep Understanding of OS Network VoIP protocols Linux TCP IP VLANs WAN DHCP SNMP NTP SIP H 323 H 248 WebRTC Computer Telephony Integration PSTN Proven experience leading and managing teams of network engineers SBC Firewall NAT traversal Troubleshoot Packet Loss Delay Codecs Having experience Solutioning of contact center environments CTI PBX ACD IVR CRM Web technologies HTTP XML ASP JSP web servers Experience with Contact Center Environment Contact Center Agents Floor IP Phones Digital Phones Unified Communications Presence Speech to Text Text to Speech Speech Recognition Voice Screen Recording Quality Management Quality Assurance Data Analytics Reports for Business Insight Experience working on Contact center architecture Five9 Customer Journey Global Voice Intelligent Omnichannel Routing Digital Engagement Unified Communications Agent Desktop CRM Agent Assist Customer Journey Tools Reporting Analytics API s SDK s Workflow Automation WFO Engagement Workflow Supervisor Tools Experience working on Contact center architecture Genesys AI Powered Cloud CX EX Genesys Edge Series Genesys Predictive Routing Experience working on NICE Contact center Solutions CXOne Customer Service Automation AI for Customer Experience Digital Self Service Journey Orchestration Routing Work Force Engagement Management CX Analytics Agent Assist Open Cloud Platform Transformation to AI AI based Contact Center Operations using VoiceBot BioMetrics Communication Strong Verbal Written communication skills and the ability to collaborate effectively with colleagues and customers Preferred Skills: Domain->Network->Contact Center Unified Communication,Technology->Infrastructure-Contact Center->CTI concepts,Technology->Network->Avaya,Technology->Network-VoIP->Avaya-VoIP->VoIP,Technology->Network->Unified Communications->Avaya UC