SBI cards
Location
Gurgaon | India
Job description
a.) This position is required for our In-house Contact center Technology platform running on Aspect UIP. This position will be responsible for the delivery of operational support and maintenance of the contact center infrastructure platform. This role is also pivotal in the development and delivery of Contact Center projects, changes and improvements.
b.) Must have technical expertise in Contact Center Technology platform (Aspect)
c.) Responsible for the implementation, development, management and support of Contact Center Platform (Aspect)
d.) Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues for Contact Center Platform (Aspect)
e.) Strong experience in the area of Managing Aspect - Dialer and developing front end applications and IVR.
f.) Deploy upgrades and additional equipment / leased line circuits as required.
g.) Design and implement voice-based solutions like Call routing, ACD, IVR, Predictive Dialing, etc. as per Operational requirements and attain the most eminent productivity
h.) Understand OSP Compliances for Domestic and International Contact Centers to maintain OSP compliance for the Organization
i.) Vendor Management capabilities to drive operational excellence
j.) Undertake Information Security activities for maintaining compliance to ISO 27001 standard
k.) Ensure Audit compliance on Contact Center platform and Processes
l.) Ensuring Monitoring of all services timely for IVR, System Alert monitoring, PRI monitoring, Server Space Monitoring
m.) Deliver 100% uptime for Contact Center Platform
n.) Managing the monitoring, maintenance, upgrade and support of the Contact Center infrastructure environment.
o.) Should be able to demonstrate on how to handle / optimize the 24.7 Operations & team
p.) Should be able to demonstrate how would you handle a severity 1 outage within the timeline.
q.) Should have project management capabilities to complete major projects within the stipulated timeline and budget.
r.) Support ongoing IT Infrastructure maintenance activities for Contact Centre Platform
s.) Manages SLA's and publish reports/Dashboards for Contact Center Platform
t.) Manages incident, problem and change management processes for Contact Center Platform
u.) Manage performance tuning and capacity planning activities to enhance the performance of the Contact Center platform
v.) Coordinate with vendors for services and drive operational efficiency.
Job tags
Salary
