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Manager - Call Flow Engineer

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Date: 15-Oct-2021

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

- 2+ years of experience working with contact flow design in an AWS Connect contact center environment
- 3+ years of experience working with Avaya in a contact center environment
- Experience designing, installing, administering, and troubleshooting AWS Connect and Avaya        call center systems
- Avaya CMS experience (building accounts, user permissions, call profile setup)

-Knowledge of installing and troubleshooting CMS Desktop application
- Extensive ACD experience including: call flows, vectors, adjunct routing and VDN's
Experience installing/configuring Avaya VOIP phones for agents.

-Experience with Avaya Site Administration (ASA)

-Experience configuring Avaya OneX and Avaya Agent for Desktop softphone
-Expert level Microsoft Visio knowledge

-Intermediate to expert level Microsoft Excel knowledge

Broad outline of the Role

The Call Flow Engineering position combines technical, design, and consulting aspects of contact center engineering. The ideal candidate needs to have very strong call center design and consulting experience, specifically with AWS Connect and Avaya. This person will be responsible for designing and manipulating call flows, and IVR menus. The candidate will be responsible for requesting quotes from telecom exchange carriers, hardware vendors, and voice talent providers.  As a consultant, the candidate will work closely with accounts and business units, so effective verbal communication skills and business acumen are essential. The candidate must be articulate and must speak English fluently. Microsoft Visio experience is required.

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

Communication Skills

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