Webhelp Hiring for Senior Unified Communications Engineer at Gurgaon, Haryana, India Full Time

Job Description

Job Advert
Are you a tech savvy individual with a passion for innovation, helping others and finding ways of working efficiently? Webhelp is looking for a quick thinking, fast moving Senior Unified Communications Engineer who works smart and isn’t afraid of innovation and technology to provide support and service to enable our contact centre to operate efficiently. Join our fun-loving global community of more than 100,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

As a Senior Unified Communications Engineer, you will be responsible for maintaining, administering, supporting, and assisting with the designing of telephony solutions for multiple contact centres across the Webhelp regions including UK, South Africa, and India. You will be manage all aspects of the telephony across various technologies such as Avaya Communication Manager and various cloud based contact solutions such as Amazon Connect, Content Guru Storm and Nice inContact. The ideal candidate should also have a good working knowledge of other telephony systems; for example, Call Recording platforms such as Verint, Nice or Oreka and network call routing platforms such as the BT Inbound Architect and Gamma Inbound Services. What you’ll be doing

• Performing routine maintenance checks and system status of telephony systems
• Ensure any alarms or errors are dealt with in the appropriate manner, proactively communicating IT incidents
• Manage Faults and Service Requests within SLA via ticketing system
• Design and implementation of contact solutions for multichannel (Voice, Email, Web chat and Social Media)
• Working closely with the BI and Solutions Teams to ensure opportunities are appropriately designed
• Work with project delivery team to plan, organise, and be responsible for the delivery and coordination of project work and new business implementations
• Create and develop close working relationships at all levels within the company, external suppliers, clients, and IT teams in a professional manner
• Participate in team meetings/briefings, conduct self in a controlled professional manner whilst inputting necessary feedback when and where appropriate
• Implement new ideas and ways of working to achieve best practice across IT
• Have the ability to be innovative, learn and discover new technology, notice the need for change and report findings for review
• Participate in on-call rotation

What you’ll need

• Experience of supporting multiple telephony systems in a contact centre environment
• In-depth knowledge of contact centres and how these can be improved through new and existing technologies
• Ability to work under pressure and support operational requirements within short timescales
• Ability to interpret and create high-level presentations and all levels of telephony documentation
• Experience in liaising with supplier and client contacts in a professional manner
• Excellent numeracy, written, communication, planning, organisational, problem solving, time management, prioritisation and influencing skills
• Proven track record in effectively supporting change management initiatives
• Knowledge and experience in voice and network routing technologies would be advantageous

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity to advance your career with our collaborative team of game-changers.
Job Reference: IN01229