Lead - ContactCenter
Lead - ContactCenter
Posted on :
18-09-2025
Employer Active
1 Vacancy
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Job Description
RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):
Responsibilities:
- Responsible to leadA team for Contact Center with project delivery and solar-wind (total observability software of IT assets) projects.
- Handle Level 2 and L3 troubleshooting for Contact Centers VoIP Protocols Omni-Channel Interactions QA and QM Modules.
- Handle SolarWinds implementation and support
- Pre-sales support on above solution areas as well as preparing SOW
- Oversee IVR Builds Complex Integrations API builds and CRM Integrations.
- Provide problem resolution Root Cause Analysis and Action Plans.
Requirements:
- Minimum 5 years of experience in a similar role within an SI Company.
- Strong knowledge of ICT Infrastructure solutions Telco and Network Layer.
- Experience with Contact Centers technologies networking and voice
- Ability to analyze problems and provide robust solutions.
- Strong understanding of monitoring networks and Contact Center Applications
- Excellent communication and organizational skills.
- Relevant industry certifications (Contact Centers Microsoft Technologies Network).
TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
- Technical and business communication
- technical skill in Network Voice and Contact centre
- People management and team leadership
SOFT SKILLS:
MANDATORY
- Good Communication ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
- Customer service and relationship management.
- Problem Solving ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
- Passion for Results Demonstrate the sense of urgency to deliver results
Employment Type
Full-Time
Key Skills
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