Our client, a leading Business Process Outsourcing firm, with a strong focus in sub-Saharan Africa is seeking to recruit for the position of Engineer – Service Delivery
LOCATION – LAGOS
RESPONSIBILITIES
Preventive Maintenance
Operations & Maintenance
Technology Down time notification to the operations and Vendor Support Management
Co-ordination for new process implementation in OPCO locations.
Providing training to Freshers/IT Trainees
Preventive Maintenance:
Operations & Maintenance:
Regular Maintenance Latest Patches update Backup and Events logs collection of ACD, IVR, Dialer, Logger and CDR to be carried out
Involvement in Contingency Audit, Site audits and Security audits as per the schedule
Agent ID Voice Logger ID, reporting system ID creation / deletion with respect to ID Management process.
Weekly scheduled ID reconciliation with ID Management process.
Generating reports on Agent Skill Dump BCMS Trunk reports and CDR reports as applicable.
Monitoring alarms & errors in Voice Equipment and updating to the Technology Team
IVR channels configuration for new services. Problematic IVR channels to be identified and rectify the problem
Configuring the VDNs and SKILLs in ACD System Service Observation VDNs configuration as per the business needs
Transfer VDNs configuration between various OPCO Locations based on need.
Providing support to Voice logger related Issues Monitoring Call Recording Status in Query and MONITOR tools.
Maintenance of Call loggers and Data backup
Managing and Administering Trunks provided by Service provider
Provisioning of Out calling facility as per the policy and approvals from the concerned authorities.
Provisioning of Telephone and numbering as per the numbering plan.
Administration of Creations/Modifications of User IDs, Departments & Authcodes in CDR Cube Server
Administrating and monitoring the trunks in Dialogic boards
Checking the DB Logs in WebXML servers
Purging of call tables in Dialer as applicable
Creating and modifying the dispositions for various campaigns in Dialer
MINIMUM QUALIFICATION
1-4 Years Experience in Contact center Technology,
Hands-on Experience on Contact Center Voice Technologies and Voice infrastructure management
Process and product Certifications like ITIL, AVAYA/Nortel/Aspect etc. will be added advantage.
Education: B.E/B.Tech/MCA/M.Sc/ B.Sc/Diploma with additional professional qualifications, specialization certification in the area of contact Center technologies.
LOCATION – LAGOS
RESPONSIBILITIES
Preventive Maintenance
Operations & Maintenance
Technology Down time notification to the operations and Vendor Support Management
Co-ordination for new process implementation in OPCO locations.
Providing training to Freshers/IT Trainees
Preventive Maintenance:
Operations & Maintenance:
Regular Maintenance Latest Patches update Backup and Events logs collection of ACD, IVR, Dialer, Logger and CDR to be carried out
Involvement in Contingency Audit, Site audits and Security audits as per the schedule
Agent ID Voice Logger ID, reporting system ID creation / deletion with respect to ID Management process.
Weekly scheduled ID reconciliation with ID Management process.
Generating reports on Agent Skill Dump BCMS Trunk reports and CDR reports as applicable.
Monitoring alarms & errors in Voice Equipment and updating to the Technology Team
IVR channels configuration for new services. Problematic IVR channels to be identified and rectify the problem
Configuring the VDNs and SKILLs in ACD System Service Observation VDNs configuration as per the business needs
Transfer VDNs configuration between various OPCO Locations based on need.
Providing support to Voice logger related Issues Monitoring Call Recording Status in Query and MONITOR tools.
Maintenance of Call loggers and Data backup
Managing and Administering Trunks provided by Service provider
Provisioning of Out calling facility as per the policy and approvals from the concerned authorities.
Provisioning of Telephone and numbering as per the numbering plan.
Administration of Creations/Modifications of User IDs, Departments & Authcodes in CDR Cube Server
Administrating and monitoring the trunks in Dialogic boards
Checking the DB Logs in WebXML servers
Purging of call tables in Dialer as applicable
Creating and modifying the dispositions for various campaigns in Dialer
MINIMUM QUALIFICATION
1-4 Years Experience in Contact center Technology,
Hands-on Experience on Contact Center Voice Technologies and Voice infrastructure management
Process and product Certifications like ITIL, AVAYA/Nortel/Aspect etc. will be added advantage.
Education: B.E/B.Tech/MCA/M.Sc/ B.Sc/Diploma with additional professional qualifications, specialization certification in the area of contact Center technologies.
Interested and qualified candidates should send their CV’s to Executivesearch@humantalentrecruit.com not later than 19th July 2015.
ENGINEER - SERVICE DELIVERY/ Engineer/ IT Executive
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