Network Voice Admin(ASPECT DIALER)
Location: Changi, Singapore
We are seeking ambitious Dialer L3 support engineer specialized on ASPECT Dialer technology to work on operations. Manage day to day operations of the Aspect Unified IP predictive dialer. Monitor and troubleshoot all functions and overall dialer performance. This individual will have experience in administering and support of server based recording technologies as well as knowledge of IP telephony, knowledge of databases and operating systems is beneficial. Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.
Work within a highly motivated team of experts to provide technical operational support for ASPECT dialer.
Support the installation, configuration, maintenance and monitoring of dialer equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.
Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel.
Perform daily checklist and review of logs generated by CIM systems.
Working knowledge of M3 scripting is also required.
Working knowledge on Dialer integration for reactive blending with Avaya AES and Cisco UCCE.
Working knowledge on Dialer Integration with external platforms NICE, Verint and IEX Work Force Management.
Proactively monitor, troubleshoot and resolve issues by working daily, weekly, monthly checklists/system health checks.
Evaluate performance and capacity of environment to determine required configuration changes, upgrades and feasibility of expanding or enhancing telecom operations.
Publish performance, availability and capacity reports.
Interact with all carriers and voice product vendors to insure adequate service, support, and maintenance.
Monitor and maintain equipment to insure non-interruption of service. Report any performance issues or outages to management.
Liaison with other departments and organizations. This would include issues involving proper system use, special requirements, and/or training needs.
Support Adds Moves and Changes.
Perform user maintenance for System Access, ACD Agents, and other related systems including prompt removal of users from systems as employees leave the company.
Develop and maintain accurate documentation for equipment, wiring plant, call flows and other voice environment peripherals.
Perform routine maintenance such as patching, software and firmware updates and backups for all dialer systems.
Publish call performance metric reports.
Other projects/duties as assigned.
Managing escalations, reporting and notification to IS management and stakeholders
Providing Stakeholder/Customer Training as required.
Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions and backup systems.
Dialer experience in a call center environment, ASPECT Dialer experiences a plus.
Experience with CTI interfaces and data exchange in a call center environment.
Strong capabilities in root cause analysis and problem solving skills
Knowledge of DB applications (SQL, MySQL, Oracle)
Operating System -
Windows 2003 and 2008 / Sun Solaris 9 and above
Scripting Languages -
Unix Shell scripting, Perl, Python.
Additional Skills -
Cisco UCCE is a plus
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 240,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 243,000 dedicated employees serving clients across six continents.
Together, we discover ideas and connect the dots to build a better and a bold new future.