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Telephony L2 engineer Europe
CONCENTRIX SERVICES SLOVAKIA s. r. o.
Place of work
Vajnorská 100/A, Bratislava
Vajnorská 100/A, Bratislava
Contract type
full-time
full-time
Start date
TBD
TBD
Wage (gross)
TBD
TBD
Information about the position
Job description, responsibilities and duties
The person would be responsible for the deployment and support of Voice Infrastructure i.e. Call Center Technologies within one or more disciplines. He/she provides technical support, resolving technical issues within their own work area. This covers all areas of Telecom Infrastructure such as Administration and Management of Devices, Integration with Network related to Voice and compliance.
Key Responsibilities:
• To provide support services and expert comments to both internal and external clients.
• To provide support on projects
• To provide operational support ensuring KPIs and SLA are achieved.
• May lead on the delivery of specific components of a project.
• To draft reports and discuss recommendations based on research/initiatives with their manager.
• Share expertise with peers.
• To support the development and implementation of new policies and procedures.
• May involve liaising with internal, external and third party suppliers.
Technical Skills/Experience:
• Should be well versed with Voice Skill Set on Avaya Platform i.e. Avaya ACD, Avaya CMS, Avaya AES. Avaya Session Manager.
• Should have knowledge of Verint, Call recording solution.
• Hands on experience on Avaya and Verint Impact 360 would be preferred
• Have Good knowledge of SBC’s, SIP and other VOIP standards.
• QOS and Encryption knowledge would be an added advantage
• Should have working knowledge on SIP and VOIP voice configurations and trunking
• Implementation of Call flow in line with requirements i.e. Vectors and VDN’s
• Should have strong focus on Change Management, Incident management, Problem Management.
• Productively monitoring health of systems installed enterprise wide.
• Demonstrates competence in own area and may still be acquiring higher level skill.
• Hands-on experience at least two or three Call Centre Products will be added advantage.
• Typically works with moderate guidance in own area of knowledge.
• Deepens knowledge/skills in one area or broadens ability over a variety of skills.
• Applies knowledge/skills to a variety of standard day to day activities.
• Identifies unusual technical problems/
• Responds to client requests in non-standard situations, and investigates all the facts.
• Understands the key business drivers; and uses this knowledge to focus own work.
• Works to control costs related to own work.
• Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.
• Prioritises and organises own work to deliver to agreed deadlines.
• Probes and listens carefully.
• Able to present information clearly and in an appropriate style to make technical information clear.
• Able to contribute actively in team activities, sharing experience and ideas.
• Builds productive relationships internally and externally.
Key Responsibilities:
• To provide support services and expert comments to both internal and external clients.
• To provide support on projects
• To provide operational support ensuring KPIs and SLA are achieved.
• May lead on the delivery of specific components of a project.
• To draft reports and discuss recommendations based on research/initiatives with their manager.
• Share expertise with peers.
• To support the development and implementation of new policies and procedures.
• May involve liaising with internal, external and third party suppliers.
Technical Skills/Experience:
• Should be well versed with Voice Skill Set on Avaya Platform i.e. Avaya ACD, Avaya CMS, Avaya AES. Avaya Session Manager.
• Should have knowledge of Verint, Call recording solution.
• Hands on experience on Avaya and Verint Impact 360 would be preferred
• Have Good knowledge of SBC’s, SIP and other VOIP standards.
• QOS and Encryption knowledge would be an added advantage
• Should have working knowledge on SIP and VOIP voice configurations and trunking
• Implementation of Call flow in line with requirements i.e. Vectors and VDN’s
• Should have strong focus on Change Management, Incident management, Problem Management.
• Productively monitoring health of systems installed enterprise wide.
• Demonstrates competence in own area and may still be acquiring higher level skill.
• Hands-on experience at least two or three Call Centre Products will be added advantage.
• Typically works with moderate guidance in own area of knowledge.
• Deepens knowledge/skills in one area or broadens ability over a variety of skills.
• Applies knowledge/skills to a variety of standard day to day activities.
• Identifies unusual technical problems/
• Responds to client requests in non-standard situations, and investigates all the facts.
• Understands the key business drivers; and uses this knowledge to focus own work.
• Works to control costs related to own work.
• Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.
• Prioritises and organises own work to deliver to agreed deadlines.
• Probes and listens carefully.
• Able to present information clearly and in an appropriate style to make technical information clear.
• Able to contribute actively in team activities, sharing experience and ideas.
• Builds productive relationships internally and externally.
Employee perks, benefits
• 3 bonus vacation days per year
• 3 self- recovery days per year
• Meal vouchers in nominal value of 4 EUR
• Sickness bonus in amount of 100% of employee salary (limited to 60 days per year)
• Private medical centre
• Life and Disability Insurance
• Home office
• Flexible working time
• 3 self- recovery days per year
• Meal vouchers in nominal value of 4 EUR
• Sickness bonus in amount of 100% of employee salary (limited to 60 days per year)
• Private medical centre
• Life and Disability Insurance
• Home office
• Flexible working time
Information about the selection process
If you are interested in this position, send us your CV in English via e-mail to: [email protected].
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
• Bachelor Degree or Higher
• May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.
• Relevant professional experience of 4 to6 Years.
• Avaya Certification (Any Level) would be an added advantage.
• May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.
• Relevant professional experience of 4 to6 Years.
• Avaya Certification (Any Level) would be an added advantage.
Advertiser
Brief description of the company
Who are we?
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
With 280,000 colleagues all over the world, we specialize in creating exceptional customer experiences and driving digital transformation for some of the world’s biggest and best companies.
We’re fanatical about our diverse and passionate people all across the world. We embrace all our different cultures, individualities, and personalities because we recognize that all our differences make us stronger together. Concentrix is an equal opportunity employer, and we process applicants without regard to disability, race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression or any other characteristic.
We show our colleagues how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)
Number of employees
150-199 employees
ID: 2633228
Dátum zverejnenia: 4.7.2016
2016-07-04
lokalita: Bratislava Pozícia: Customer Support Specialist, Helpdesk Operator, IT Network Administrator, IT/Technical Support Specialist Spoločnosť: CONCENTRIX SERVICES SLOVAKIA s. r. o.
Základná zložka mzdy (brutto) a ďalšie odmeny: TBD