Voice engineer lead/ SME
ESolutions - chicago, IL
Apply NowJob Description
Role: Network Voice Lead SMELocation: Chicago, IL (onsite)• Key Responsibilities:• Work as a SME and help the team on technical issues• Regular Interaction with client and provide summaryreport of issues and achievements• Ensure zero surprise escalations from client• The Lead needs to ensure local management is aware of any potential escalations• Assist in Tier 23 support activities for operational activities• Lead and manage IVRVoice project through design, build, test and deploy phases• Oversee the day-to-day operations related to Amazon Connect, AWS connect Developer, Ring Central unified communication, AudioCodes SBC and NICEVerint Call recording issues.• Have clear understanding of Voice network deployment models and should understand functioning of voice network devices.• Voice Network Inventory Management, validating that all the existing and newly deployed devices are added to the respective Network Management Systems• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.• Coordinate with internal teams and external vendors to ensure project goals are met.• Develop and maintain project documentation, including timelines, milestones, and progress reports.• Job QualificationsBasic Qualifications:• A minimum of 7 years of experience in managing contact center solutions.• Previous experience working with cross geography teams.• Ready to work in shift• High School Diploma or GEDPreferred Qualifications:• Relevant certifications in IVR technologies, project management, or related fields• Bachelor's degree in engineering• Good understanding of procedures, application, 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.
Created: 2024-09-25