Role: Network Voice Lead / SME
Location: Chicago, IL (onsite)
• Key Responsibilities:
• Work as a SME and help the team on technical issues
• Regular Interaction with client and provide summary/report of issues and achievements
• Ensure zero surprise escalations from client
• The Lead needs to ensure local management is aware of any potential escalations
• Assist in Tier 2/3 support activities for operational activities
• Lead and manage IVR/Voice project through design, build, test and deploy phases
• Oversee the day-to-day operations related to Amazon Connect, AWS connect Developer, Ring Central unified communication, AudioCodes SBC and NICE/Verint Call recording issues.
• Have clear understanding of Voice network deployment models and should understand functioning of voice network devices.
• Voice / Network Inventory Management, validating that all the existing and newly deployed devices are added to the respective Network Management Systems
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
• Coordinate with internal teams and external vendors to ensure project goals are met.
• Develop and maintain project documentation, including timelines, milestones, and progress reports.
• Job Qualifications
Basic Qualifications:
• A minimum of 7 years of experience in managing contact center solutions.
• Previous experience working with cross geography teams.
• Ready to work in shift
• High School Diploma or GED
Preferred Qualifications:
• Relevant certifications in IVR technologies, project management, or related fields
• Bachelor’s degree in engineering
• Good understanding of procedures, application, and concepts within own subject area and understanding them in the context of the business
• Good communication skills
• Self driven, target oriented and team player.