Location: Mumbai, India
Category: Engineering
Salary: 1,000,000 - 1,400,000 INR / yearly
Full-time
The Voice and Contact Center Senior Engineer is responsible for design, implementation, and support of highly available contact center technologies, in partnership with Tesla's Customer Support, Sales and Service organizations.
Partner closely with customer facing contact center teams to develop and implement technical solutions.
Develop and deploy contact center technical standards across all call center locations globally.
Perform as a subject matter expert in complex, multi-phase platform migration.
Identify opportunities to leverage existing technology solutions to improve customer and agent experiences.
Design and documentation of technical solutions, including architectural documents, engineering design documents and operational documentation.
Serve as Tech Lead on the UC Operations team.
Mentor and develop team members on contact center technologies.
Develop standard operating procedures for support of technical solutions.
Ensure adequate system capacity to support business growth projections.
5+ years designing and deploying complex contact center solutions leveraging Avaya platforms and technologies.
Demonstrated knowledge of Avaya Product Suite, Microsoft ACS product suite, and other API/Event Based Contact Center Platforms.
Experience with large-scale, multi-phased migrations.
Strong understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers.
Strong analytical background with focus on developing data-driven solutions.
Strong interpersonal and communications skills with the ability to communicate complex technology into business terminology.
Ability to work in a fast-paced and dynamic environment that can quickly change direction.
Exposure to Voice and Contact Center Automation Tools.