Associate Analyst - Dialer Operations

Gratitude Inc

250 Views

20 hours ago

3-4 Year(s)

₹ 2 - ₹ 4 Thousand p.a

Mumbai, Navi Mumbai, Navi Mumbai Panvel, Thane

Job Description

Key Skills

CISCO Firewall MySQL IVR systems avaya system Dailer Genesis Cloud Dialer troubleshoot Dialer

1 candidate(s) have already applied for this Job. Apply now

Associate Analyst - Dialer Operations

ROLE AND RESPONSIBILITIES

Candidate must be experienced and responsible in handling day to day activates of Dialer and Technology support.

Good written and spoken English.

Candidate should be able to document day to day issues in tracking tool and internal tracker.

Candidate should be able to do telecom audits based on frequency set by management and client.

Experience in maintaining and Testing Aspect, Genesis or LiveVox Cloud Dialer, Avaya, Cisco and IP PBX Systems.

Should have knowledge about the Cisco CUCM and Cisco unity portal.

Should have knowledge about the networking and firewalls

Have hands on experience of SQL queries and could easily deduce logical representation in SQL for campaign creation and planning.

Call flow configuring in XML for complex IVR Systems for inbound setup.

Must be able to create and integrate Accounts for users in cloud environment.

Able to Configure day to day tasks like creating campaigns, loading lists, setting up group, users, recordings retrieval, etc.

Be capable to troubleshoot Dialer / PBX / VOIP / Network related issues and following up with service providers both internal and external during Incident.

Be hands on in all day to day operational activities of maintaining live platform, troubleshooting of dialer

issues, application issues, generating and analyzing Inbound and calling reports, resolving lawsuits and complaints using logs.

Experienced in gathering phone and server log files and configuration data for analysis in order to determine root cause of problems and providing RCA.

Provide standby technical support outside officer hours and weekend to handle unexpected Incident or Operational breakdown.

KEY RESULT AREAS:

Should have knowledge of MY SQL, Google API, Sybase queries, Aspect WFM 3.0 to 7.1, Windows systems and AD, ASPECT Devox, Conversation, EnsemblePro 5.2 and above, Aspect Enterprise Campaign Manager (ECM) & UIP 6.6., Linux,putty, LiveVox or Genysis Cloud , PDAS bridge, payment gateway processing like Payrazor, cloud backup and APIs.

Should be able to resolve the Cisco related and Network related issues.

Should have hands on Dialer.

Should be able to resolve client and operational queries.

REQUIREMENTS:

Bachelor’s degree in Engineering or related technology field or equivalent experience.

Administering Cisco Unified Communications Workspace, Premise or Hosted dialer, SIP – CUBE and Gateways or equivalent expertise.

At least two years recent experience in a position where primary responsibilities included Cisco Call Mangement or Dialer platforms in a large-scale environment.

At least four years contact center and telecommunications experience

NEED IMMEDIATE JOINER

SHIFT – NIGHT

QUALIFICATIONS – BSC IT, ENGINEER, ADDITIONAL COURSES CCNA, CCNP

Interested candidates can call or whatsapp on 7710928959

Role

Dialer Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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