Telus International Looking for Digital Solutions – Network Analyst (Avaya Contact Center (CC)) at Noida, Uttar Pradesh Full Time

2-7 years contact center experience.

Contact Center Design and Support: Avaya Collaboration, Contact Center, Call flows, Gateways.

Extensive knowledge/experience with Avaya TDM/ IP voice systems and components.

Hands-on configuration and troubleshooting experience on Call Flows, ICM scripts, CVP, Finesse, outbound dialers, HDS DB, SIP, MRCP

Experience in Integration and Troubleshooting in Avaya: Finesse desktop, CVP-IVR, Multichannel – Chat, email, Outbound Dialer, Elements, ASR, TTS

Experience with SIP Proxy Servers, Customer Voice Portal (CVP) and VXML gateways.

Experience in other Related technologies is a plus: Windows, Linux, VMWare, Microsoft SQL, MySQL, PostgreSQL, C#, Java, Python, HTML Javascript and CTI/ IVR and Other Tools integrations with 3rd party APis and Databases

Experience of working in a managed services environment and working knowledge of ITIL Service Operations processes including Incident Management, Change Management, Event Management, Problem Management, and Request Fulfillment.

Experience supporting multiple OEM environments or mid-migration environments and Drive OEM and 3rd party vendors for the resolution of Case/Problem like Cisco, AVAYA.

Good verbal and written communicator.

Assertive and driven to excel.

Additional Job Description

Configure cloud-hosted contact center software

Set up Queues

Add Agents

Build and Align Prompts

Design Call flows with conditional logic

T/S IVR flows that could integrate with API’s and 3rd party DB

T/S CTI Gadget that could integrate with APIs and 3rd party DB

T/S Other Utilities and Reporting app which also ingest APIs and DB

T/S DB schema and Import and Export Databases

T/S Rest APIs and DB connection

T/S and Test agent scripting

T/S reports, Wallboard, score cards for end users

Work Shift (IST): Canadian working hours

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.