Hi , Trust you’re well. This is Harsha from EZEN Computer Services Inc.
Pl find the below JD and let me know if you are comfortable with the req. Kindly send me your Updated Resume along with the details as mentioned below. *Job Title : **Contact Center Support Engineer* *Location : Mountain View, CA* *Duration : 12+ months* *Client : Wipro/ Google* *No of positions: 4 * *Description** for Support Engineer: * Qualification –BE / B Tech Preferred · Solid experience on AVAYA in voice telecommunication infrastructure (TDM and VoIP) including Avaya 96xx phones, SIP phones and accessories · Solid experience administering Avaya in an enterprise-scale environment, Avaya CM, PBX, AES, CMS, SM, SMGR & IVR · Experience with third party Call Center software such as CallCopy, Verint WFM, Nfocus and CTI integrations such as Screenpop, Click2Dial etc. · Strong SIP protocol knowledge, experience troubleshooting SIP related issues · Basic Windows and Linux skills · Strong troubleshooting skills · Qualification BE / B Tech Preferred Hands On Experience on Avaya CM, Modular Messaging, Avaya CMS, Call flow designing, Vector programming Capacity planning, Resource shift Management, Call flow optimization. CMS report designing Installation support for Contac center infrastructure Knowledge of Technology on call recording systems such as Witness. Knowledge of Work Force Management System Sound knowledge of Telecom Industry including Service Providers & OEMs Keeping abreast with the emerging technologies in telecom & IT domains from a global perspective Very good verbal and written communication skills & strong presentation skills Proven track record in customer relationship management in the Telecom Industry Successful track record of working closely with senior leadership. Minimum work experience: 5 - 8 Years *Functional Requirements:* · Strong customer support skills · Ability to communicate in English (written/spoken) · Flexibility to work in shifts covering 6.00AM – 6.00PM, Sun – Sat with two days OFF per week · Ability to work in a high-pace dynamic environment, adapt to changing needs and evolving business processes · Ability to follow and update technical documentation · Outstanding interpersonal and communication skills, customer focus · Excellent work ethics *Description** for Lead Support Engineer:* · Project management experience. · Have contact center KRA/KPI SLA management experience. · Have handled atleast 5 managed services project in past. · Have been an excellent manager for team. · Contact center Infra management background is must. · To Manage the Contact Center infrastructure Program and ensure delivery of agreed service levels from both internal and external 3rd party suppliers. To manage capacity utilization by monitoring current usage and forecasting future demand and then bringing new capacity into service in a timely and cost effective manner. In conjunction with the IT Service Continuity Manager develop, maintain and periodically test service continuity plans for all network infrastructure Knowledge, · Skills and Abilities- Vendor / supplier management skills. Proven In-depth experience of third party supplier management within a multi-vendor, multi data-centre IT environment, and an on-shore / off-shore support model. Proven working experience of influencing decisions within both IT and Business areas including Third Party suppliers Project management skills. Proven in-depth experience of working with performance and capacity monitoring and planning tools/methods. Proven experience in team management including setting and management of staff objectives. Proven working experience with expert level knowledge of Availability, Capacity and IT Service Continuity Management best practices including ITIL standards Strong communication skills - verbal and written Experience in Telecom OR Contact Center OR IT infrastructure build out so Proven working knowledge and experience of voice and data network management. Proven significant experience of working in a similar role within a global organization. Proven working knowledge and experience and background of networking technologies and architectures Works well under pressure Works across time zones Can adapt to fast paced environment Multitasking guru *Thanks & Regards* *SriHarsha,* *EZEN Computer Services, Inc| Ph: (609)-759-2657|Email: r...@e-zencomp.com| <r...@e-zencomp.com%7c%20%0dwww.e-zencomp.com%7cgtalk-harshaharshu2...@gmail.com%7C>* *www.e-zencomp.com|gtalk-harshaharshu2...@gmail.com| <r...@e-zencomp.com%7c%20%0dwww.e-zencomp.com%7cgtalk-harshaharshu2...@gmail.com%7C>* *Partner to PTC Arbortext products |* -- You received this message because you are subscribed to the Google Groups "SAP or Oracle Financials" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-or-oracle-financials+unsubscr...@googlegroups.com. To post to this group, send email to sap-or-oracle-financials@googlegroups.com. Visit this group at http://groups.google.com/group/sap-or-oracle-financials. 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