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Orange Business Services
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Contact Center Specialist

Contact Center Specialist

Orange Business Services

3 - 5 years

12 - 13 Lacs

Gurugram

Posted:5 days ago| Platform:

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Skills Required

Unix Linux WAN XML MySQL PHP Windows Troubleshooting Oracle SQL

Work Mode

Work from Office

Job Type

Full Time

Job Description

Perform identification of failure points, troubleshooting and resolution for Genesys FCC system faults in customer and OBS network
Liaise with the other OBS groups to resolve contact center faults on the network
Log and track faults for voice customers and provide progress update reports until resolution
Liaise with next level for fault escalation and resolution
To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed
To ensure the correct analysis and classification of each fault as it occurs on the network
To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
To accept Tickets and able to work with other groups and organization to resolve problem within set times
Any other tasks or projects relevant to job as assigned by the group manager
Activate chronic procedures to next level and Service Managers as necessary

knowledge and abilities

Troubleshooting skills on Genesys Framework v76,v8x Genesys Voice portal
Experience on reporting solutions (Informart contact center analyser) client interfaces (CCPulse Genesys Interactive Insights)
Knowledge on scripting of Voice XML, PHP Java
Experience on Automatic Speech Recognition Text to speech (Nuance, Talisma etc)
Cosmocom contact center knowledge would be added advantage
Working experience on different dialogic crads and Voice Gateways used in CC
Configuration of E1/T1 and understanding of related protocols (ISDN SIP)
Experience on Windows 2000/2003 and Linux/Unix
Knowledge on database (mysql, mssqloracle) and SQL
Qualified on Network, LAN/WAN topologies and protocols
Ability to carefully plan and co-ordinate work according to a demanding time schedule
Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
Ability to work under pressure
Ability to deal with multiple tasks
Presentation/Report writing skills
Excellent problem solving skills are necessary
Proactive, self motivated and determined attitude
Flexibility in terms of working hours
English language proficiency required second/multiple international language(s) proficiency beneficial

Education, qualifications, and certifications

Engineering degree in telecommunication or Equivalent
Formal certifications or trainings (ie Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) Genesys Certified Professional Consultant)

Experience

Strong experience in telecommunications with 3-5 years technical
Relevant experience should be 3-4 years

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