Address
SalaryDescription
Purpose Of Role:
The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.
Skills/Experience MIM-Voice:
? Typically engineering/science degree.
? Good network support knowledge and experience, customer focussed and good customer service skills.
? Good knowledge of Contact Center as a solution, specially genesys cloud.
? At least 4 or more no. years professional experience within Cisco IPT environment.
? Hands on experience on Genesys (CCaaS) would be added advantage.
? Having Good Knowledge on CUCM, Gateways, Unity and UCCX Platforms.
Skills/Experience MIM-Voice:
? Excellent communication and interpersonal skills are essential.
? Proficient in time management to handle multiple tasks efficiently.
? Experience in L2 support and incident management within voice and contact center environments.
? Basic knowledge of supporting inbound and outbound-related issues.
? Ability to identify and address performance issues, collaborate with teams, and ensure service level agreements and project objectives are met.
? Previous experience with voice and contact center technologies, including Inbound, Outbound Contact Server, and SBCs (AudioCodes).
? Capability in handling escalated issues related to VOIP and contact centers.
? Experience in coordinating multiple resolver groups.
? Comfortable working in a support environment.
? Sound knowledge of cloud contact center environments, SIP servers, AudioCodes SBC, and E1/T1 channels.
? Proficient in incident management processes and procedures.
? Oversee the end-to-end management of incidents, from initial detection through to resolution and closure.
? Act as the primary point of contact for all incident-related communication, ensuring timely and accurate updates to stakeholders.
? Coordinate with internal teams and external vendors to troubleshoot and resolve incidents within defined service level agreements (SLAs).
? Implement and maintain incident management processes and procedures to ensure consistency and effectiveness.
? Analyze incident trends and root causes to identify opportunities for improvement and prevent recurrence.
? Conduct post-incident reviews to capture lessons learned and implement corrective actions as necessary.
