* Interaction with stakeholders for requirement gathering, analysis, and preparing scope of work
* Provides design requirements and configuration of new and/or upgraded telecommunications hardware and software.
* Coordinates the installation of hardware, Operating System, applications software, and peripherals as required.
* 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, Oracle, In-house CRM, etc.
* To design and implement customizations like CRMs, IVRs, Reports, and Automation modules
* Develops end-to-end Web Applications, Integrate Dashboard & Create Dashboards.
* Knowledge on Integrating application data with various data warehouses like Snowflakes, Databricks
* Good Knowledge in REST API, Freshdesk Connectors, Salesforce APIs Oracle RightNow, etc.
* Documents and demonstrates solutions by developing documentation, code comments, and clear code.
* Ability to work on multiple projects and provide technical guidance to the team members.
* Knowledge of various voice platforms like Avaya, Ameyo, Genesys, and the ability to integrate Third Party CRM with these applications
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