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Job Description
The person will work as a part of a dynamic team responsible for designing, installation, configuration and performance analysis of unified communication and contact center solutions for small, medium, and large enterprises.
Job Responsibilities:
Gather detailed requirements from end-customers
Design a PBX, contact center, and WFO solution for customers
Install and configure PBXs, SBCs, and contact center servers
Interface with customers on operational issues, and in the back-end, by asking questions of, and/or assigning issues to, client company’s engineers, facilitating communications and driving customer issues to resolution using standard operating procedures
Work with network diagnosis tools, tracking/creating issues, providing run-time application administration based on analysis of logs, alerts and various other diagnostic reports
Coordinate integration of CRM Software with PBX/Contact center solutions
Design and implement effective inbound and outbound call flows
Troubleshoot QoS related issues
Perform troubleshooting and analysis to assess root cause of issues
Debug application issues by analyzing server logs
Drive implementation issue resolutions as reported by project team and customers
Provide hands-on troubleshooting support and engage product houses as needed using established escalation process
Communicate in an effective way with internal and external clients
Provide regular status reports to management
Work on creating solution design documents for customer sites
