Voice Network Lead/SME
2 weeks ago
At E-Solutions, we are seeking a highly skilled Network Voice Lead/SME to join our team. As a key member of our network voice team, you will be responsible for leading and managing IVR/Voice projects through design, build, test, and deploy phases.
Key Responsibilities:
- Work as a Subject Matter Expert (SME) and provide technical guidance to the team on voice network issues.
- Regularly interact with clients to provide summaries and reports on issues and achievements.
- Ensure zero surprise escalations from clients by proactively identifying and resolving potential issues.
- Collaborate with local management to ensure they are aware of any potential escalations.
- Assist in Tier 2/3 support activities for operational activities.
- Lead and manage IVR/Voice projects through design, build, test, and deploy phases.
- Oversee day-to-day operations related to Amazon Connect, AWS Connect Developer, Ring Central unified communication, AudioCodes SBC, and NICE/Verint Call recording issues.
- Have a clear understanding of voice network deployment models and the functioning of voice network devices.
- Manage voice/network inventory, ensuring all existing and newly deployed devices are added to the respective Network Management Systems.
- Work and coordinate with third-party providers to assist in problem resolution of telecommunication issues and OEMs for incident resolution.
- Collaborate with internal teams and external vendors to ensure project goals are met.
- Develop and maintain project documentation, including timelines, milestones, and progress reports.
Job Qualifications:
- A minimum of 7 years of experience in managing contact center solutions.
- Previous experience working with cross-geography teams.
- Ability to work in shifts.
- High School Diploma or GED.
Preferred Qualifications:
- Relevant certifications in IVR technologies, project management, or related fields.
- Bachelor's degree in engineering.
- Good understanding of procedures, applications, and concepts within own subject area and understanding them in the context of the business.
- Good communication skills.
- Self-driven, target-oriented, and team player.
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