Position: Network Engineer (Voice )
Duration: 6+ Months
Location: Downtown Dallas (Must work onsite)
MUST HAVE UCCE EXPERIENCE TO BE CONSIDERED.
MUST ALSO HAVE EXPERIENCE WITH TROUBLESHOOTING VOIP OUTAGES.
The qualified candidate will possess 5 years of experience in three major areas, including: UCCE experience, Call Center Support experience, and Call Center desktop support.
Description:
The Cisco Voice Engineer provides Information Technology support for Call Center and Cisco voice platform issues. Technical responsibilities include maintaining a working knowledge of Call Center's daily operations to ensure superior technical support, identifying process improvements based on Call Center's needs, troubleshooting and providing technical support for network, online web systems, phone system, UCCE, as well as other IT duties as assigned.
Responsibilities for this Position Include:
o Deliver service and support to Call Center locations, including prior experience with Call Manager.
o Interact with users to provide and process information in response to inquiries, concerns, and ticket requests.
o Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP, SIP and more.
o Ability to work in a fast-paced environment with a sense of urgency with complete follow-through.
o Manage external vendors in accordance to requirements and daily operational needs of all 4 Call Centers.
o Scripting of Call Flows, maintaining and creating as needed, required metrics reporting for all Call Center functions.
o Assist in the planning and implementation of call recording upgrades, patches and enhancements.
o Assist in coordinating, testing, and implementing applications and technology through projects and initiatives.
o Analyze issues and performance problems that impact the ability to conduct Call Center operations through Break/Fix Support.
o Provide required operations support to ensure concerted efforts are being made to determine root cause analysis when it is needed.
o Adhere to all Greyhound corporate guiding principles, processes, policies, standards and procedures.
Describe level of decision making and list examples of common decisions made: The CVE will make daily decisions to ensure smooth and satisfactory technical operations in the Call Centers. This includes daily technical operations, ticketing, and Call Center user support requirements. The CVE will support all third party applications such as call recording system, IVR, reporting system, and workforce management.
Thanks & Regards,
Abhishek Ojha
732- 837- 2138
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