OnProcess Technology

Asst. Manager - Global Voice Services

Posted over 1 month ago

Job Description

OnProcess India BTS Recruitment Requirement

  1. Asst. Manager - Global Voice Services: Rotational shift duty including India afternoon, evening and night shifts, along with rotational duties on weekends.

    1. Education/Experience/Skills:
      1. BCA/MCA/M. Sc./BE/B. Tech. in IT, Computer Science, Electronics & Telecom with approximately 10/15 years of experience as detailed below.
      2. Having experience in designing/administering Contact Center systems including Predictive Dialers, ACD Systems, PBX Systems, IVR, Trunk Lines, Voice loggers/IP PBX, SBC (session Border Controller) and Unified Communication Systems with Omni Channel.
      3. Having working knowledge of certain programming languages, data base systems, web services and automation tools is needed.
      4. Should be confident on these technology elements and must possess extensive hands on working experience in all or most of these systems.
      5. Thorough understanding for database handling in context to leads generation, extraction, report generation, telecom data interpretation.
      6. Having worked on any cloud contact center technology will be an added advantage.
      7. Must have led projects related to contact center systems of significant scope and span, like new system implementation, integration of various systems and migration of technology platforms.
      8. Advanced troubleshooting skills and technical comprehension capability.
      9. Must have excellent planning, documentation and presentation skills, using MS Excel, Word and Power point.
      10. Must be confident in verbal and written English communication.
      11. Must have high team spirit and interpersonal skills, required for working with global teams.
      12. Self-motivated and accountability is highly expected as part of behavioral traits.
      13. Motivated for achieving growth by contributing and learning in a team with global exposure.
          1. The JD would include:
            1. Managing of entire voice technology function globally for OnProcess, spanning across multiple geo locations. That includes all outbound voice, inbound voice and blended client programs.
            2. Manage client programs on contact center systems with Omni channel around SMS, Web Chat and Email management systems.
            3. Senior level support and ownership of the global voice function 24x7.
            4. End-to-end design development of campaigns on these contact center technology systems which are deployed across different global locations of the company and also on cloud contact center systems.
            5. That would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models.
            6. Plan, document and lead all critical projects and assignments taken up globally by the voice technology group/function.
            7. Manage all escalations from internal customers and client ends, around contact center technology systems and functions.

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