Business Line FT | CONSULTANT | Kansas

Job Description

Business Line FT | CONSULTANT | Kansas

Job Summary LOCATION: Kansas DESIGNATION: CONSULTANT JOB DESCRIPTION: • 4-8+ years of experience in Nortel Voice Technologies, especially in Contact center and enterprise Voice network environment.
• Good understanding on Nortel PBX CS100E, CS100M,81C,61C,11C and BCM.
• Good understanding on Nortel Application Products Symposium Call Centre Server, CCMS, CCMA, CCT, NCR and OTM.
• Must be able to add and troubleshoot on Analog, Digital and IP phones, End users, trunks and Routes etc.
• Good understanding of Nortel Call Pilot Voice mail services.
• Good understanding of VoIP, H.323 and SIP services.
• Good communication skills.
• Open for 24x7 availability
• Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
• Expert level experience in handling Nortel telephony Network Infrastructure.
• independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update work logs
• Update the knowledge base
• Technically upgrade across versions of environment when required
• Ticket Monitoring
• On - call support
• Opening Bridge Call (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. QUALIFICATION: BE/B.Tech (Hons), ME/M Tech SKILLS: Tools and Standards-Support-Avaya Interaction Center EXPERIENCE: 7-12 Years NO. OF POSITIONS: 1 View Job Details and Apply