Voice Engineer
3 weeks ago
Senior Consultant - TCMG at HTC Global Services
Activities- Working under the technical Voice Lead in Sydney
- Working closely with the CX business in Denver & EMEA
- Interfacing with GSD who provide Level 1 support
- Interfacing directly with enterprise end users and CX agents and supervisors to resolve incidents and service requests
- Integrated with the Network & Voice Team
- Training and product coaching would be provided by the Sydney Voice Lead and support from a US-based Network Engineer in relation to processes
- Currently no local support in the EMEA time zone
- Providing support for global systems located in EMEA, US, and APAC
- Utilizing the Service Management Tool (Cherwell)
- User issues / disconnections
- Managing carrier issues
- Setting emergency IVR messages
- User MACD for CX and Teams
- Raising change requests for more complex changes to IVR messages
- Providing assistance for projects to upskill and understand the environment
- Larger initiatives could include new sites, major IVR rebuilds, and supporting SIT testing, etc.
- Ensuring documentation is updated and assisting with documenting any new processes
- A good understanding of Amazon Connect including call flows, IVR, routing groups, Polly STT, Agents
- Understanding of how Lambda functions and SQL support complicated queues
- Ability to run reports for Amazon Connect using Quicksite and analyzing CTR records
- Contact Lens, Quality Management, Scorecards, and Workforce Scheduling using Amazon Connect would be advantageous
- Understanding of how CTI integrations to Salesforce Healthcloud functions would be advantageous
- Excellent understanding of Operator Connect and Teams Admin Centre for Voice Services
- Good understanding of SIP to support Audiocodes SBC configurations
- Supporting Yealink SIP handsets
- Would need to learn how to support the Luware Nimbus CCaaS solution for the Turkey region
Mid-Senior level
Employment TypeContract
Job FunctionInformation Technology
IndustriesIT Services and IT Consulting
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