Dialer Analyst
- Provance Business
- 3 to 8 Yrs
- Mumbai
- 2 years ago
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Job Description
: We are looking for an experienced Dialer && Telecommunications Analyst responsible for the development, implementation and maintenance of the telephony and dialer setup for the organization.
ROLE AND RESPONSIBILITIES: -
1.Works on design, implementation, and support activities for Cloud dialer, Avaya and Cisco Telephony Platforms.
2.Work with BU and project team requirement and implement the setup
3.Should be aware of US Compliance need and help to provide solution surrounding the compliance requirement.
4.Should work to resolve technical issues including system down, intrusion, and performance. Must consistently demonstrate solid analytical and troubleshooting skills.
5.Work internally and with vendor to develop document and PNPs.
6.Develop workflows and diagram for internal and external use.
7.Participate in PCI and HIPPA audits and vendor interaction.
FUNCTIONAL/OPERATIONAL:
1.Candidate must be experienced and responsible in handling day to day activates of Dialer and Telephony support.
2.Good written and spoken English and well should have high proficiency in using Word, excel, PowerPoint and Visio.
3.Candidate should be able to document day to day issues in tracking tool and internal report.
4.Candidate should be aware working in a ticketing environment.
5.Candidate should be able to do telecom audits based on frequency set by management and client.
6.Experience in maintaining and Testing Aspect, Genysis or LiveVox Cloud Dialer, Avaya, Cisco PBX Systems and call recording setup like VoicePrint International and MicroCall.
7.Have hands on experience of SQL queries and could easily deduce logical representation in SQL for campaign creation and planning.
8.Call flow configuring in XML for complex IVR Systems for inbound setup.
9.Candidate should be aware of call routing setup in Avaya && Cisco PBX.
10.Candidate should be aware of virtual servers and managing VmWare servers.
11.Must be able to create and integrate Accounts for users in cloud environment.
12.Able to Configure day to day tasks like creating campaigns, loading lists, setting up group, users, recordings retrieval, etc.
13.Be capable to troubleshoot Dialer / PBX / VOIP / Network related issues and following up with service providers both internal and external during Incident.
14.Be hands on in all day to day operational activities of maintaining live platform, troubleshooting of dialer issues, application issues, generating and analyzing Inbound and calling reports, resolving lawsuits and complaints using logs.
15.Experienced in gathering phone and server log files and configuration data for analysis in order to determine root cause of problems and providing RCA.
16.Provide standby technical support outside officer hours and weekend to handle unexpected Incident or Operational breakdown.
17.Candidate should be well-versed with managing servers and patching.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: MaintenanceBack Office Operations
Functional Area: Not Applicable
Role/Responsibilies: Dialer Analyst
Contact Details:
Company: Provance BusinessLocation(s): Mumbai
Keyskills: dialer cisco avaya dialer analyst dialer engineer
Provance Business
Provance Business Consulting Pvt. Ltd. is a Professional Managed Company offering Recruitment Services and Corporate Trainings to various industries. Provance Business Consulting is young professional and rapidly growing organisation based in Bangalore and Mumbai that aims at empowering the various ...
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