AddressExpectations -
Expertise on Genesys Cloud OR Nice CXOne OR AWS connect OR Ringcentral
• A bachelor’s degree in telecommunications, electronics engineering technology, computer science, information systems management, or a related field is required for this position.
• 5 to 8 years of work experience in the IT industry with VOIP expertise.
• Strong background in TCP/IP networking specifications, performance improvement techniques, network management tools, and methodologies.
• Working knowledge of network topologies such as LANs, WANs, MANs, and wireless networks.
•5+ years experience in VoIP, Softphone troubleshooting, & Basic Networking
• Desirable Knowledge of protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP
Responsibility -
• Research software updates to increase capacity and optimize performance
• Identify short-term goals to increase productivity in communications infrastructure
• See that all equipment functions are optimized for efficiency
• Perform network analysis to improve security and prevent future failures or downtime
• Research new technologies to stay abreast of field developments
• Call flow creation and management, Script creation
• Deliver IVR related Change Request/Service Request/Incidents and troubleshooting
• Recording configuration and management
• Voice mail set up and configuration
• Setup in the application for queues, routing, SLAs
• Skill-based auto-routing
• 2nd level of troubleshooting.
• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.
•Work/Troubleshoot all inbound interactions (Chat, email, Call) from customers.
• Timely handoff (escalation) of cases that require technical assistance to NOC etc.
• Manage his backlog efficiently, with a focus on customer satisfaction and first call resolution.
• Other team player activities like contributing to KB, notifying/discuss on any process improvement or best practices, Sharing/upgrading tech, and product expertise.
•Support of the various Voice Platforms like RingCentral Office, NICE inContact CXOne,
Avaya S8300 (On-Prem) CN-SH, Avaya S8500 (On-Prem) CN-GZ, Digital Phone System by ChugHwa Telecom (On-Prem) TW, Babble (Sesui) (Cloud-based) UK etc.
• Troubleshoot and resolve complex technical issues related to the telecom systems (softphone, hardphone, VoIP and PBX), including voice quality, connectivity, and integration problems.
