Wipro
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Minimum of 2-3 years’ experience providing IVR support, analysis and troubleshooting in a Contact Center environment.Experience engaging in real-time triage conference calls to troubleshoot complex contact center routing and IVR issues.Ability to communicate clearly both verbally and written to multiple tiers of managementSelf-starter, motivated to learn new applications, technologies and able to work multiple concurrent tasks.Strong diagnostic and problem solving skillsSolid understanding of networking fundamentals and contact center technologiesExperience troubleshooting and resolving issues within Windows Operating SystemsAdvanced Microsoft Office SkillsLooking for a Telephony Call Routing / IVR Support Analyst for a production support role. Responsibilities will focus on supporting a Genesys CTI call routing solution. Supported applications will include the Genesys suite of call routing components and applications. Candidate should also be familiar with IVR support, analysis and troubleshooting. Candidate should be comfortable engaging in real-time triage conference calls to troubleshoot complex contact center routing and IVR issues. Ability to communicate clearly both verbally and written to multiple tiers of management is required. Applicant should be an aggressive self-starter, motivated to learn new applications, technologies and able to work multiple concurrent tasks. Application specific training will consist of hands on real time engagement as well as formal vendor training. On-call rotation is required which will include weekends, nights and holidays. Qualified applicant should have a minimum of 2-3 years’ experience in contact center telecommunications. Strong problem solving and diagnostic skills are essential to success for this position. A solid foundation o of computer and network fundamentals are required for this role.