Avaya and AWS/Verint - Voice L3

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Shift 24x7 rotational hybrid, Location : Noida

Troubleshoot all contact center operations related issues

Ensure tickets are assigned to correct team

Update the ticket with resolution remarks and close the ticket on time Contribute towards

Daily Performance Review

Managing all P1/P2 &P3 incidents during shift

Closure of all tickets within SLA

Providing the RCA within SLA or Workaround / Solution

Adherence- Monthly Capacity planning reports

Pre & Post implementation review for all RFC's

Conducting minimum 2 technical training sessions per month

Review & update minimum SOPs per process Opening Problem Ticket for all repeated incidents

Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives

Advance Contact center Technical Operations with strong hands-on:

Amazon Connect

Avaya communication manager series version 6.x onwards

Avaya products like Session Managers, System Managers, Media-servers, AES, gateways

Oracle Acme SBC's

Genesys Pure Cloud

Recording platforms - Verint version 11.x -15.x, Nice version - 3.x to 6.x

Workforce Management platform- Verint, IEX or Aspect

Omni-channel, Chatbot and speech analytics

Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA’s management, vendor management

Provide and develop Planning, Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony.

Additionally, role requires; SIP, IP & TDM technologies

CTI technologies and integrations with various third party systems

Dialer technologies like, Genesys, Aspect Unified IP and or Avaya.

Knowledge on omni-channel, digital and analytics

Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.

Workplace type: On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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