Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : Cloud Infrastructure
Minimum 2 year(s) of experience is required
Educational Qualification : 15 Years of full time education

Oversee the day-to-day operations of Enghouse, Accuvoice IVR systems. Monitor system performance and troubleshoot any issues that arise. Ensure the IVR system is operational and efficient, providing a seamless experience for customers. Provide L2 / L3 support for operational activities. Perform regular system maintenance and updates. Manage system configurations and customization to meet business needs. Lead and manage IVR-related projects from inception to completion. Coordinate with internal teams and external vendors to ensure project goals are met. Develop and maintain project documentation, including timelines, milestones, and progress reports. Provide technical support for IVR-related issues. Collaborate with the customer service team to address and resolve customer complaints and inquiries related to the IVR system. Analyze call data and system performance metrics. Generate regular reports on system performance, user interactions, and areas for improvement. Stay updated with the latest IVR technologies and best practices and provide recommendations for improvements. Vendor management for resolving major production issues. Handling day to day Incidents and Service requests. Planning, coordinating, tracking, and executing Migrations. Identify automation areas and implement the automations to optimize the team efforts. Handling escalations related to project deliverables. Coordinating with vendors on process improvement areas and ensure to have those in place. Management and troubleshooting of complex environment. Expertise on ITIL processes and project management. Good To have: Exposure on Call Center Solutions and familiarity with CRM systems and their integration with IVR solutions. Knowledge in the following technical areas: CTI, PBX/ACD, WEB/Internet. Professional Attribute: Experience in managing contact center solutions. Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business) Good communication skills Self-driven, target oriented and team player. Previous experience working with cross geography teams. Ready to work in shift Certification: Relevant certifications in IVR technologies, project management, or related fields are preferred.