Senior Technical Consultant - CRM
Cognizant Technology Solutions
مجموع سنوات الخبرة :16 years, 4 أشهر
Projects handled: Team Lead (7 Members Team) at Express Scripts (US), Senior Support Analyst at Orange Telecom, Bristol (UK), Team Lead (5 Members Team) at Wal-Mart Inc., Arkansas (US)
Technologies: AVAYA Communication Manager (PBX), Avaya Call Management System (CMS), Avaya Modular Messaging, Avaya ONE-X Communicator, NICE Call Recording, Genesys Contact center Suite (CTI).
Currently managing a telecom support team (5 offshore/2 onshore) that provides 24-hour support for the enterprise. Ensures team follows newly-established processes for handling work orders and service affecting incidents. Track team performance through various reporting metrics and cross-training resources as needed.
Ticket inventory reduction.
SLA improvement.
Provide detailed root cause/preventative measures analysis on high-impact incidents.
Enhanced/created environmental/SOP documentation.
Realigned resource scheduling that allows for better coverage during onshore working hours, with on-call coverage for weekends.
Developed a cross-training curriculum for the team to be able to serve as a Voice Network Operations group, triaging incident tickets for other Voice groups prior to reassignment.
Maintenance and support of AVAYA PBX/ACD, NICE Call Recording & CTI applications.
Responsible for creation and changes to call flows which include VDN assignments, vectors & hunt groups.
Responsible for operational changes that would improve call handling and increase agent performance.
Carrying out change requests for PBX, IVRs and voice loggers.
Part of team in upgrading the NICE Call Recording solution
Carryout RTB (Run The Business) activities.
Research and analysis on the pain areas in the solution for targeting a stable solution.
Liaise with product vendors for convoluted faults and fixes.
Exhibited good database and related reporting skills.
Acted as a mentor for newly inducted members in the team.
Ensure Process compliance for the complete team.
Technologies Used: NICE Perform Application, NICE Loggers (TDM and VOIP), NICE Storage Center, NICE Interaction Analytics, NICE VOIP Active Recording (Avaya CMAPI, CISCO), SQL Database (2008/2005) and Windows Server 2008.
• Responsible for implementation and support of medium and large multi-site enterprise Recording Solutions with specific focus on NICE VOIP Recording (Active and Passive).
• Installation include: Installing fresh copy of Windows Server OS, adding feature and roles, installing the required software such as Microsoft SQL database, NICE related applications and Antivirus (with appropriate exceptions).
• Managed customer escalations and achieved customer satisfaction by providing preventive measures.
• Escalate sensitive/urgent cases to the team manger and follow up with the customer in timely manner.
• Liaised with Hardware vendors whenever required.
• Provide professional support by maintaining high standards of courtesy, listening skills, rapport building skills, client-expectation management and managing escalations.
• Providing daily, weekly checklists for use by the business partners for preventive maintenance.
• Put in place a better monitoring system for early detection of issues, and documented resolution plan for all recurring issues.
Technologies Used: Avaya, Microsoft
• Maintaining the Avaya S8700 Media server.
• Maintaining the Avaya G650 Media Gateway.
• Managing AVAYA IP/TDM phones.
• Co-ordinate with operations and WFM team and ensure Id’s are created within TAT.
• Support voice related issue (Inbound / Outbound)
• Addressing Dialer issues.
• Administrating the AUDIX Voice messaging system.
• Handling Avaya Switches, Avaya CMS client software Installation and Troubleshooting.
• Installation of Microsoft OS and applications.
• Deployment of OS via Ghost imaging software.
• Resolution of incidents via ticketing software.
• Troubleshooting desktop issues.
• Be part of change CAB meeting for any carrying out any operational changes.