Technical Specialist-Voice L3-Noida

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.

Your day at NTT DATA

The Collaboration Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients.

The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems.

This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

What You'll Be Doing

• 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:
• 1. 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 -

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:

Hybrid 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.