Tata Communications Ltd

Tata Communications is a leading global provider of a new world of communications. With a leadership position in emerging markets, Tata Communications leverages its advanced solutions capabilities and domain expertise across its global and pan-India network to deliver managed solutions to multi-national enterprises, service providers and Indian consumers. The Tata Global Network includes one of the most advanced and largest submarine cable networks, a Tier-1 IP network, with connectivity to m... Read More

Key Objective / Purpose of Job: Responsible to Implement, Configure, Test and Troubleshoot Hosted Contact Centre Solution based on Cisco Major Activities: The key deliverables of the position are To provision and test Hosted Contact Centre services on Cisco platform for customers having contact centre with medium to large size which includes Cisco unified Call manager, Cisco Unity, Unified Contact centre Enterprise and Cisco Voice Portal. Implement and Test Voice Gateways (Cisco / Non Cisco) To impart training to customers on the platform through remote as well as in person. To troubleshoot and resolve the Application, Network and system issues during implementation. To participate in POC proposed to customers Also, the position demands a) Co-ordination with various internal stake holders and external customers to execute various tasks of key deliverables b) Planning and executing various tasks as part of implementation of the projects c) End-to-end ownership for completing the tasks d) Proficiency in handling various tools and systems Desired Profile Essential Qualifications: B.E /B Tech. (Electronics; Electronics & Telecom; Computers) Requisite Skills: Technical Candidate should have 8-10 years of experience in multiple IT areas and 4-5 years of relevant Cisco Voice senior level experience. Requires advanced to expert level knowledge and understanding of architecture, applications, infrastructure, systems design and integrations. Experience in handling configuration/implementation of Managed Voice Services for Enterprise Customers in service provider platform Functional Strong working knowledge of Cisco Contact centre components including ACD, Diallers, CTI, WFM and QM (Recording) Cisco UCCE / UCCX scripting or similar contact center application scripting experience Cisco Unified Communications Manager configuration and troubleshooting experience Experience with CISCO Interaction Manager (CIM) {Web Collaboration, Chat, email}. Experience with CUIC or similar contact center reporting platforms Very Good understanding on IVR Call flows. Multimedia Applications (Chat, Email, SMS, Social Media Mining) Good knowledge on Oracle / SQL Database. Good understanding of various telecom Standards and Protocols (RFC, ITU, IETF, SIP, H.323). Good understanding on LAN / WAN / MPLS. Experience troubleshooting telecommunications equipment and technologies including TDM, T1, ISDN, etc. Strong knowledge in Recording solutions like Verint / NICE Completes on-the-job and technical self-study programs for career development Behavioural Systematic approach towards executing the tasks and also should be process oriented. Time management to handle multiple projects and Good communication skills are mandatory. Excellent interpersonal, communication and organizational skills Ability to prioritize projects and have the ability to handle multiple demands simultaneously Requires flexibility Ability to work with all levels of management Ability to work independently with minimal instruction Strong attention to detail Solid work ethic Must be able to work in a fast paced environment Willing to work long hours when necessary; particularly supporting international projects and cutovers. Certification: CCNP (Voice) mandatory. UCCED (Unified Contact centre Enterprise Design) Experience 8 - 10 Years Role Outside Technical Consultant

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