Service Delivery Lead

Roles & Responsibilities :

• 10+ years of experience in implementing large UC & CC platforms in enterprise accounts spread across multiple Geos and having 1000+ users
• Deep knowledge and experience in Avaya & Genesys both on-prem/hybrid & cloud and transitioning between them
• Comprehensive knowledge of technologies found commonly in a Contact Center environment including DBs, Cloud Hosting, Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and how they integrate with the core platform
• Working knowledge of adjunct solutions like SBC, WFM, Loggers, RPAs, Collaboration, Hosting, Monitoring & AV devices.
• Customer Facing abilities to explain to end-user in non-technical language and connect with business objectives.
• Certifications & Training from relevant OEMs
• Manage Support function independently with ticket management, tracking & documentation.
• Strong learning & self-education skills with support from partners, vendors and OEMs
• Strong analytical, reasoning and organizational and project task management skills with exceptional attention to detail and follow through, including proper documentation along with good communication & time management skills