The person will work as a part of a dynamic team responsible for designing, installation, configuration and performance analysis of unified communication and contact center solutions for small, medium, and large enterprises.
Job Responsibilities:
• Gather detailed requirements from end-customers
• Design a PBX, contact center, and WFO solution for customers
• Install and configure PBXs, SBCs, and contact center servers
• Interface with customers on operational issues, and in the back-end, by asking questions of, and/or assigning issues to, client company’s engineers, facilitating communications and driving customer issues to resolution using standard operating procedures
• Work with network diagnosis tools, tracking/creating issues, providing run-time application
administration based on analysis of logs, alerts and various other diagnostic reports
• Coordinate integration of CRM Software with PBX/Contact center solutions
• Design and implement effective inbound and outbound call flows
• Troubleshoot QoS related issues
• Perform troubleshooting and analysis to assess root cause of issues
• Debug application issues by analyzing server logs
• Drive implementation issue resolutions as reported by project team and customers
• Provide hands-on troubleshooting support and engage product houses as needed using established escalation process
• Communicate in an effective way with internal and external clients
• Provide regular status reports to management
• Work on creating solution design documents for customer sites
Requirements:
• Candidate should have minimum BE/ME/MCA in Computer Science or related courses
• Understanding TCP/IP network environment
• Knowledge of DNS, DHCP, TCP/IP and other network protocols
• Good knowledge of operation of Routers, Switches, Firewalls/NATs
• Strong technical, logical, and analytical skills
• Familiarity with SIP, H.323, and other VoIP protocols
• Good with database concepts (Oracle, SQL) and query writing
• Knowledge of call routing concepts
• Ability to communicate effectively in English, verbally and in writing, with technical, business, and management staff
Should be open to work in US shift timings
