*Please Note:
- English language proficiency is required for this role.
- This is a full-time, work from office role.
- This requires a U.S. schedule - India Night shift
Work Location: This is a Work from Office position and location is Vashi at
7th Floor, Vishwaroop IT Park, Sector 30-A,
Vashi, Navi Mumbai – 400705
Compensation: CTC: ₹7LPA - ₹8LPA per year
Shift: Night = US Shifts (5:30 PM – 2:30 AM / 6:30 PM – 3:30 AM) / Days Off: Saturday and Sunday
Transport Boundaries:
- Central Line: CSMT – Badlapur
- Harbour Line: CSMT – Panvel
- Western Line: Churchgate – Virar
Home Pickup & Drop Provided
Build Your Future! Come join our thriving team as Associate, Dialer Operation! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career in the dialer operations.
Why should you consider TSI (part of TSI family of companies)?
- Paid training
- Team-oriented work environment
- Growth opportunity
- Shift Allowance
- Comprehensive benefits package available: including medical insurance, paid time off and paid
holidays! - Transport facility (Depends on policy and shift)
In This Role, You Will:
- Candidate must be experienced and responsible in handling day to day activates of Dialer and
Technology support. - Good written and spoken English.
- Candidate should be able to document day to day issues in tracking tool and internal tracker.
- Candidate should be able to do telecom audits based on frequency set by management and client.
- Experience in maintaining and TesƟng Aspect, Genesis or LiveVox Cloud Dialer, Avaya, Cisco and IP PBX Systems.
- Should have knowledge about the Cisco CUCM and Cisco unity portal.
- Should have knowledge about the networking and firewalls.
- Have hands on experience of SQL queries and could easily deduce logical representaƟon in SQL for campaign creatoon and planning.
- Call flow configuring in XML for complex IVR Systems for inbound setup.
- Must be able to create and integrate Accounts for users in cloud environment.
- Able to Configure day to day tasks like creaƟng campaigns, loading lists, seƫng up group, users,
recordings retrieval, etc. - Be capable to troubleshoot Dialer / PBX / VOIP / Network related issues and following up with service providers both internal and external during Incident.
- Be hands on in all day to day operational activities of maintaining live platform, troubleshooting of dialer issues, application issues, generating and analyzing Inbound and calling reports, resolving lawsuits and complaints using logs.
- Experienced in gathering phone and server log files and configuration data for analysis in order to determine root cause of problems and providing RCA.
- Provide standby technical support outside officer hours and weekend to handle unexpected Incident or
Operational breakdown.
KEY RESULT AREAS:
- Should have knowledge of MY SQL, Google API, Sybase queries, Aspect WFM 3.0 to 7.1, Windows systems and AD, ASPECT Devox, Conversation, EnsemblePro 5.2 and above, Aspect Enterprise Campaign Manager (ECM) & UIP 6.6., Linux, puƩy, LiveVox or Genysis Cloud, PDAS Bridge, payment gateway processing like Payrazor, cloud backup and APIs.
- Should be able to resolve the Cisco related and Network related issues.
- Should have hands on Dialer.
- Should be able to resolve client and operational queries.
Ideal Candidate Qualifications:
- Bachelor’s degree in Engineering or related technology field or equivalent experience.
- Administering Cisco Unified Communications Workspace, Premise or Hosted dialer, SIP – CUBE and Gateways or equivalent expertise.
- At least two years recent experience in a position where primary responsibilities included Cisco Call Manger or Dialer platforms in a large-scale environment.
- At least four years contact center and telecommunications experience
Experience: Minimum 2 - 3 years in Dialer management within an International Contact Center/BPO/Process.
Education: Graduation is mandatory.
Tools Experience : LiveVox, Cisco, or Avaya.
Additional Preference: Experience with Five9, TCN, and Nice CX1 (as we transition from LiveVox).
Acting lead experience is a plus.
This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.