CTI Administrator

  • Anywhere

WHAT WE OFFER:

  • Transportation allowance
  • Canteen Subsidy
  • Night Shift allowance as per process
  • Health Insurance
  • Tuition Reimbursement
  • Work Life Balance Initiatives
  • Rewards & Recognition
  • Internal movement through IJP

WHAT YOU’LL BE DOING:

  • Worked with the CTI Platforms like GrupoNGN CloudComm, Unify OpenScap Contact Center, Avaya, Five9, Nice InContact, Bright Pattern or Cisco UCCE. 
  • Familiarity with implementation of IP Telephony and Dialer applications. 
  • Knowledge of the building Campaigns, Queues, Call Control Scrips and IVR into the Dialer system.  
  • CTI solution design, development and maintenance  
  • Integration of various CTI solutions to the contact Centre architecture  
  • Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega etc.  
  • Call Control Scripts development and enhancement  
  • Administration of management tools 
  • Creation and maintenance queries (SQL knowledge required)  
  • Generation of historical and real time database reports  
  • Knowledge of call center operational dynamics related to CTI (Computer Telephony Integration), Enterprise Reporting utilizing to solve call center related issues 
  • Integration of custom-developed and 3rd-party provided software, IVR (Interactive Voice Response), Call Center and data base integration with the CTI infrastructure.  

WHAT WE EXPECT YOU TO HAVE:

  • Bachelor’s degree from four-year college or university preferred and at least 2 years’ experience in the field or a related area; or equivalent combination of education and experience. 
  • Complex voice network design and numbering plans for multiple locations  
  • Call centre configurations including VDNs and Vectors, Understanding of switch/routing (vector-based call routing)  
  • Computer Telephony Integration (CTI)  
  • Complex call centre configurations  
  • VoIP Trunking (SIP / H.323)  
  • Dialer  
  • SQL 
  • TURN/STUN Protocol 
  • WebRTC 
  • Windows Server Failover Cluster
  • Call Accounting  
  • Telephone Wiring  
  • IVR/VRU  
  • Experience with SIP, SBC’s, VoIP, QOS, COS, VLAN, etc.  
  • Experience with Network Protocols (TCP/IP, Ethernet, SNMP, etc.)  
  • Must have experience working in Multi-site and hybrid configurations of enterprise level IP and TDM environments 

Certification from any of the below will be added advantage.  

  • Avaya Certified Implementation Specialist or ACIS  
  • Certification Partners Convergence Technologies Professional or CTP  
  • Digium Certified Asterisk Professional or dCAP  
  • CCNP Collaboration: Cisco Certified Network Professional Collaboration 
  • Any certification by above mentioned CTI platforms 

To apply for this job email your details to priya.mittal@etechtexas.com

Job Title : CTI Administrator
Department : IT
Reports to : Sr. Manager IT
Location : Gandhinagar
Schedule & Shift : In Between 5:30 PM – 6:30 AM
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