Lead Consultant - Contact Center

Experience: 7 yearsResponsibilities:

• Responsible to lead a team for Contact center and solar-wind (total observability software of IT assets) projects.
• Handle Level 2 and L3 troubleshooting for Contact Centers, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
• Handle SolarWinds (IT observability solutions) implementation and support
• Pre-sales support on above solution areas as well as preparing SOW
• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
• Provide problem resolution, Root Cause Analysis, and Action Plans.

Requirements:

• Minimum 5 years of experience in a similar role within an SI Company.
• Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
• Experience with Contact Centers technologies, networking and voice
• Ability to analyze problems and provide robust solutions.
• Strong understanding of monitoring networks and Contact Center Applications,
• Excellent communication, and organizational skills.
• Relevant industry certifications (Contact Centers, Microsoft Technologies, Network).

Mandatory Soft Skills:

• Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
• Customer service and relationship management.
• Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
• Passion for Results – Demonstrate the sense of urgency to deliver results