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24 March, 2020

Contact Center/IVR – Implementation Engineer

Key Responsibilities:

• Manage the implementation of Contact Centre projects, ensuring that all tasks are completed on-time and within budget

• Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction

• Assess solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and Voxtron

Key Requirements:

• Minimum of 1-2 years of experience in a Professional Services Implementation position

• Contact Centre industry experience is a must.

• Excellent verbal and written communication skills (English minimum)

• Strong knowledge of contact center technology, IVR, ACD, VoIP, Unified Comms and Contact Centre practices

• Working knowledge of CRM and Lead Management solutions (Salesforce/ Siebel/ Odoo/Sage etc) will be an added advantage

• BE/BTech in a technical discipline or equivalent experience is required.

Key Skills:

• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously

• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations

• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment

• Strong trouble shooting and problem-solving skills

• Experience in supporting global customers in multiple geographies

• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative

• Working knowledge on Networking, API, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices

• Must be a strategic thinker; able to understand the ‘Big-Picture”; able to think quickly and adeptly while solving complex problems

• Willing to work a schedule that supports customers in various GCC time zones

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