Brad Contech Solutions Pvt Ltd

Contact Center Technology Engineer

BRADSOL is a technology oriented and business focussed solution provider. A modern day company with strong work ethics and excellent work culture. Been into existence for over 6 years now with an impeccable record of serving clients across the India,US, Australia, Canada and UK. The clientele base varies from Big Business Houses to Startups. To know more about us please visit our site www.bradsol.com
Contact Center Technology Engineer
Job Location:  Hyderabad
Job Description:  Responsibilities:

Responsible for managing a variety of tasks supporting the overall contact center technology ecosystem including phone & messaging platforms, IVR, and reporting
Drive business KPI through self-service channels.
Ensure best-in-class service and experience to customers through consistent high performance and uptime of the application.
Analyze and implement industry best practices
Understanding of Customer Service systems, processes, and self-service applications like IVR.
Participates in technology testing, evaluation, and selection of contact center products, equipment, vendors, and services.
Work towards modernization of the Contact Center and be abreast with the latest technology stack in the space.


Skills Required:

Analytical bend of mind. Capability to identify unique customer behavior from a large amount of data
Must have worked hands-on in setting up, configuring and customizing, maintaining, and triaging issues related to any of the contact center systems like IVR, Agent Dashboard, Chatbots, etc.
Have in-depth technical knowledge of any of the systems from Amazon Connect, Nuance, and Nice. Additional knowledge on Avaya, Genesis, and Cisco would be useful.
Project Management (preferably in Telecom/BPO)
Graduate. Preferably MBA with 12+ years of total work ex(6+ years of relevant experience)
Functional Area:  IT - Software
Candidate Requirement
Responsibilities:

Responsible for managing a variety of tasks supporting the overall contact center technology ecosystem including phone & messaging platforms, IVR, and reporting
Drive business KPI though self-service channels.
Ensure best in class service and experience to customers through consistent high performance and uptime of the application.
Analyse and implement industry best practices
Understanding of Customer Service systems, processes and self-service applications like IVR.
Participates in technology testing, evaluation and selection of contact center products, equipment, vendors, and services.
Work towards modernisation of the Contact Center and be abreast with the latest technology stack in the space.


Skills Required:

Analytical bend of mind. Capability to identify unique customer behaviour from large amount of data
Must have worked hands on in setting up, configuring and customizing, maintaining and triaging issues related to any of the contact center systems like IVR, Agent Dashboard, Chatbots etc.
Have indepth technical knowledge on any of the systems from Amazon Connect, Nuance, Nice. Additional knowledge on Avaya, Genesis, Cisco would be useful.
Project Management (preferably in Telecom/BPO)
Graduate. Preferably MBA with 12+ years of total work ex(6+ years of relevant experience).
Qualification:  Graduate in Engineering
 
Brad Contech Solutions Pvt Ltd
Vaishnavi Peddi
Begumpet,
Hyderabad, Telangana
India 500016

Website: http://www.bradsol.com
Job Ad publication date: 17 Jun 2022