Genpact - AVP - Voice Technology - SME Domain

Genpact - AVP - Voice - SME

We need for senior Voice technology SME for internal INFRA & external client (International & Domestic) projects (Design, engineering, executions & optimizations an d project management of multiple voice projects ).

- This role will help us to handle RFP design, engineering & project work load, QA enhancement in design & implementation of voice network projects, cost avoidance of more than million dollar per year, De-risk organization's infra from timely upgrade to new version, DE-risk Genpact infra expansion as per business need. De-risk of not upgrading Genpact voice transport layer from legacy TDM equipment to SIP, De-risk of non-compliance Genpact platform from Capacity & life cycle management. De-risk retention risk of current SME, Effective succession planning's. NPS score improvements, Global standardization across pole.

Specific competences ( Essential ) :

- Voice Design and hands on Implementation knowledge.

- Expert in Avaya CM / call flow design

- Understanding of MIS tools like CMS / HA CMS

- CTI & Adjunct component knowledge with CVLAN / TSAPI licenses

- Call recording solutions on VoIP / TDM

- Dialer understanding and Design

- QoS for voice traffic engineering over data networks

- Co-ordination with Vendor for (equipment and telecom) for implementation.

- Bandwidth assessment for voice traffic.

- Excellent Communication skills

- Hands-on on Avaya Session manager

- Capacity / Life cycle managements / Vendor Managements & Escalation/IT cost Optimization

- Experience in working with contact center /telecom service provider /vendors who provide technologies (Avaya / Cisco /ASPECT)

- Hard / Smart working with good balance of minds on logical thinks

- Telecom Service Provider understandings

- ASA /ASP

Key responsibilities :

Filling RFP :

- Preparing of HLD /LLD / Project plan

- Understanding of key commercials components of telephony components

- Design of voice infra as per customer need

- Prepare Avaya/Aspect/ Verint /Nice BOM as per the design & Project w.r.t networks equipments

- Coordinate with multiple internal teams & with Customer for all Voice solutions and its implementation

- Handover of the projects to Operations Team with transition Methodology

- Internal voice Infrastructure upgrades

- Strong communication skill and stake holder management