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Operational support, incident management, change implementation & management, problem management across the systems which provide contact center services to the Barclays business.
Incident management, dealing with incidents raised by the business users via the Incident management toolset
Change Management managing the change process for any incident driven change activity, or for changes in support of project implementations.
Problem management consistent focus on root cause analysis, our problem process is strictly adhered to so we track known errors and items where a fix is required
Involvement in major incident triage, working together as a team to return systems to service as quickly as possible and mitigate the impact to the business.
Day to day management and involvement with work orders and requests from the business from receipt to fulfillment.
Ensures that the requirements of agreed internal and/or external Service Levels are met
On-call support for incident triage, support and incident resolution
Ability to manage multiple projects and tasks and to deal with conflicting timelines
Identify and satisfy network, security, desktop and application interoperability requirements
Execution of HW/SW changes. Patching, upgrades, etc.
Drive system availability and capacity metrics
Coordinate and collaborate with internal/external contacts in establishing and carrying out responsibilities (globally)
Independent decision making with accountability
Assist in recommending policies and drive reduction in OPEX
Familiar with Asset Management of HW/SW infrastructure
What we re looking for:
6 + years of experience in the telecoms/ Contact Centre support field
6 + years of experience of engineering of Contact Centre technology infrastructure across all major functions and has a comprehensive grasp of emerging technologies.
5+ years of experience with detailed understanding of telephony technologies ideally within Aspect and/or Avaya.
5+ years of experience supporting operational, incident management, change implementation & management, problem management across telephony systems within a global enterprise level organization.
4+ year of hands on experience working with and supporting a Contact Centre technology including CCaaS and CpaaS
4+ years of experience and strong working knowledge of open communication standards such as SIP and WebRTC
3+ years of knowledge and strong strategic vision, with a proven ability to, shape, develop and execute cloud and open strategy driving change.
2+ year of experience of Cloud capabilities including accreditation
Skills that will help you in the role:
Strong knowledge/experience working within Enterprise Contact Centre environments
Extensive experience and detailed understanding of the following key technologies
Avaya System/Session management v7
Avaya Communication Manager v6
Avaya AAEP v7
Avaya AES v6
Avaya Aura messaging v6
Nuance speech recognition
Nuance Voice Biometrics
Inbound / outbound ISDN / SIP
Ribbon Session Border Controllers
Voice / network monitoring toolsets
Experience supporting any of the following platforms by a by a wider team where knowledge would be advantageous
Verint Voice recording v11
Aspect Dialer v7
Aspect Workforce Management
Ability to interface with various technical teams, Management and vendors (globally)
Proven ability to maintain leading edge skills and apply innovative technology concepts in a rapidly changing environment
Ability to think outside the box and develop creative solutions to challenges that are presented
Self-motivated, detail orientated individual
Excellent communication skills (oral, written and presentation), organizational and collaboration skills
Project management skills and experience is preferred.
Ability to triage and manage incidents pertaining to voice
Understanding of data networks and impact on voice along with ability to triage network QoS/latency etc.
Unix/Linux and Windows server administration
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