Contact Centre engineering
- E&
- 8 - 12 years
- Bengaluru
- 3 years ago
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Job Description
Role name and description
Microsoft Teams Team room Meeting specialist
The opportunity
We are looking for a top-notch technology savvy specialist willing to join the team implementing our Modern meeting room offering around the globe. As part of the team, youll have a chance to work in an interesting, diverse environment.
Your key responsibilities
Manage and guide via managed service provider relationship, continuous improvement efforts to direct budget and scope management of all planned and in progress projects and directives for Modern Meeting
Manage and drive as needed managed service providers, among others to maintain the services overall integrity, consistency and compliance to internal mandates.
Review and support the level 3 operations and managed service provider team with resolving complex outages, incidents and problems, escalation to the global support partner and/or the product vendor when needed, outage impact analysis.
Support the Service Owner with the technical knowledge and service design.
Develop new call flows, integrations and customer specific features.
Skills and attributes for success
Degree in Computer Science or relevant work experience.
English language skills - excellent written and verbal communication.
Minimum 3 years of experience in Contact Centre solutions, preferably Genesys Cloud.
Experience with Genesys Cloud based contact centre applications, Genesys certification will be an advantage.
Technical experience in a large diverse voice environment.
Knowledge and proven experience in the use of ITIL within and operational organization IT Infrastructure Library (ITIL) service management (Foundation / intermediate lifecycle certifications an advantage)
Experience in a customer service role and business management role - nice to have.
Strong teamwork and collaboration skills.
Strong customer orientation and able to manage customer expectations.
Initiates, builds and maintains productive customer relationships.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
To qualify for the role, you must have
Strong knowledge of contact centre solutions.
Strong analytical skills.
Understanding of IP telephony technologies (SIP, WebRTC).
Ideally, youll also have
Strong business analysis capabilities
Solution designing experience
Understanding of REST APIs
Experience with Node.JS (nice to have).
What we look for
Were looking for a self-driven specialist, who will be able to adjust to rapidly changing environment and provide high quality service to our customers and Service Owner.
What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina, China, India, the Philippines, Poland and the UK and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Well introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.
Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
Success as defined by you: Well provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership: Well give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.
If interested please share your profiles to pr*****************i@***.ey.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Software, Role Category: Software DevelopmentRole: Software DevelopmentEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in Any SpecializationPost Graduation: Any Postgraduate, Post Graduation Not RequiredDoctorate: Any Doctorate, Doctorate Not RequiredContact Details:
Company: Ernst & Young Private LimitedAddress: RMZ Infinity , 3rd Floor ,Tower C,, Old Madras Road, BANGALORE, Karnataka, IndiaLocation(s): Bengaluru
Keyskills: Teams room meetings MsTeams
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EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina, China, India, the Philippines, Poland and the UK and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth str...
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