Voice Network Lead/SME

2 weeks ago


Chicago, Illinois, United States E-Solutions Full time
Network Voice Lead/SME Job Description

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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