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JOB DESCRIPTION

Job Summary

The Telecom Engineer, Level 2 supports the global voice telecommunications environment of C3i, Telerx, and Staywell, including the call center and C3is internal staff which is listed in the Major Responsibilities section below. The engineer reviews company requests, verifies functionality, reports to management on issues, and assists with any projects and maintenance that affects the telecommunications systems.

Principal Responsibilities: (Essential Function)

Essential Job Function:
Avaya
Call Center Monitor and perform ACD updates to Avaya vectoring and CMS systems. CMS reporting experience is a plus.
Proactive Contact Ability to review, document, manage, troubleshoot, and perform ACD of outbound campaigns on the Avaya Proactive Contact system
Experience Portal Ability to review, document, manage, troubleshoot and perform ACD of inbound and outbound activities on the Avaya Experience Portal
Maintenance:
Testing Creation Write up testing to be performed after maintenance, fill out documentation, and file according to company work instructions and procedures
Scheduling Ability to plan maintenance, define affecting systems, schedule work, and provide details to communicate to management


Job Requirements
This individual must be focused on being PROACTIVE and eliminating potential threats, fraud, capacities on the Avaya and CTI and under utilization of circuits.
The engineer will work with other Internal Support teams on upcoming network, facilities, and application updates to verify proper support and testing is ready for the maintenance

Skills & Experience
Avaya Certified Associate or 3 years experience in an Avaya Call Center with experience in the following

Avaya CM 5.2.1 or higher
Avaya Call Management System R14 or higher
Avaya Modular Messaging 5.2 or higher
Avaya Application Enterprise Servers 4.2 or higher
Avaya Proactive Contact 4.2.3 or higher
Avaya Experience Portal R6 or higher
Avaya Communications Manager
Avaya Enterprise Survivable Services
Avaya S8710 servers
Avaya G450 Local Survivable Processor
Avaya IP Telephony including all IP boards (Clan, Medpro)
Uptivity Call Recording 16.2 and/or NICE Recording 3.1 or higher

Below skills are pluses and not a requirement

Avaya SIP including Session Manager and System Manager
TDM Circuits
Ability to work with vendors on telephony equipment, circuits, and services for expansions and troubleshooting

COMPANY PROFILE:

C3i Support Services Private Limited C3i Healthcare Connections, a division of Telerx, is an industry-leading business process outsourcer specializing in the multi-channel engagement of patients, healthcare professionals and enterprise personnel via a network of global contact centers.rnrnOur unique customer-centric approach has made us the partner of choice for some of the worlds most trusted brands. In this ever-changing healthcare climate, our integrated solutions give our clients a unique advantage.rnrnWe deliver the ultimate experience you, your partners and your consumers care about. Because we know the experience matters.

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Type Contract
Eligibility Any Graduate - Any Specialization
Role Technical Support Engineer
Industry BPO, Call Centre, ITES
Salary Not disclosed
Experience 2 - 6 Years
Function IT Software - Telecom Software
Openings Not Mentioned
Deadline 04th Apr 2017
PM Skills Not Mentioned
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