Job Details
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Job Description
- Support of Call Center Agents
- Training on how to use the system
- Adding agents and authorizations
- Supervise the call-center agents
- Installation, configuration Systems Administration of Internal Company and System Network
- Configuring IP Telephony (VOIP) to interact with CIC server.
- Configuring Domain Name Server (DNS), DHCP, Active Directory, and Security.
- Work in Exchange mail server .
- Integration with Cisco Call Manager and also with Avaya PBX.
- Interaction Designer (Handlers) knowledge
- ICLIB/ICWS knowledge
- Social media integration
- LiveChat integration
- IVR Self-Service & Dynamic IVR
- Performing Live Demos and Presentation
- Installation (Preparation of environment, Hardware & Software Requirements)
- Configuration and Customization of system components.
- Interaction Marquee ( Dashboard ).
- Interaction Attendant (IVR Tree, Profile, Schedule, and Menus)
- Interaction Dialer (For Campaigns)
- Interaction Analyzer (Speech Analysis) would be a plus.
- Interaction Tracker
- Synergy Call scripter knowledge would be a plus.
- CX Insights
- Interaction Optimizer would be a plus.
- Interaction Recorder
- Interaction Connect
Job Requirements
- Bachelor Degree in Computer Science, Comp. Engineering or Information Systems
- Must have strong problem-solving and analytical skills
- Must be flexible to work independently or as part of a team
- Must be a self-motivated person with a drive for continuous learning and improvement.
- Must be familiar with all phases of Software Development Lifecycle
- Excellent communication skills
- Excellent troubleshooting/debugging skills
- The candidate must possess strong skills, with experience in the following PureConnect Skills :
- Excellent experience in ACD routing, CTI, IVR, CRM, Recording
