Job Description :
Role: ININ Engineer
Location: Mountain View, CA
Duration: 6months
Responsibilities
Apply defined practices and procedures to design, implement, and support a variety of IT products and services in the Contact Center, including Computer Telephony Integration(Avaya/Genesys/ININ), Interactive Voice Response(ININ) , Call Recording, and Workforce Management solutions(Aspect eWFM
Manage a moderate scope of the overall product and service.
Analyze and synthesize a variety of inputs to create IT products and services in the Contact Center.
Exercise judgment using predefined procedures and practices to deliver IT products and services in the Contact Center.
Work independently, with general instructions on new IT development assignments.
Provide tier 2 and 3 support for incident resolution
Function as on-call or backup for other team members
Manage operational tasks and keep the ticket queue updated with response and resolution meeting/exceeding the SLA expectations
Passion for growing and applying technical skills in service to customers.
Experience with Agile Development, and SCRUM is good to have
Partner with internal and external teams to deliver the outcomes and provide quality service for customer delight
Qualifications -
BE/, consistent academic record
Possess 5+ years relevant experience
Possess hands on experience and working knowledge in several applications / components or products including:
CTI – Computer Telephony Integration – Genesys/ Avaya/ Cisco/ Interactive Intelligence.
IVR – Interactive Voice Response - Genesys/ Avaya/ Cisco/ Interactive Intelligence/Nortel.
Quality Monitoring /Call Recording – Empirix/Verint/ Nice
Workforce Management – Genesys WFM, Aspect eWFM
Automated Call Distribution (ACD)
Possess a strong track record of producing build deliverable on time and of high quality, including documentation and thorough testing
Possess a solid understanding of applications designs, schema and integration patterns
Programming experience in Java / .NET would be an added advantage
"Self-starter"" attitude and ability to make decisions independently.
Helpful, can-do attitude and a willingness to take ownership of problems.
Strong desire to learn and grow.
Excellent problem solving skills with a history of superb delivery against assigned tasks.
Excellent verbal and written communication skills.