Job Description

Senior Associate - Service Operations
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Job Req ID: 36512
Posting Date: 19 Jul 2024
Function: Customer Service
Unit: Business
Location:
Dundahera, Sector 21, Gurugram, India
Salary: Competitive
Why this job matters
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The role holder is required to effectively perform the delivery and support of IPT solutions for the IPT Global Hub.

Within Service Delivery, he/she will take ownership and perform the delivery large volume for higher complexity solutions for the unit. He/she enables solutions to be delivered at maximum efficiency and profit through efficient management of assigned resources during deliveries, enabling the production of configuration scripts, planning packs and remote configuration/support for IPT solutions within standard template designs as per BT security standards at least cost. He /she enables delivery of a fully working solution within scope of responsibility.


Within Service Assurance he/she will provide 2nd line support for reported incidents, using their expertise to diagnose cause of failure and implementing a resolution remotely or with assistance from the appropriate agent within agreed timescales. They will take ownership of incidents during resolution, keeping all parties regularly informed of progress.


Roles and Responsibilities
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Provide technical support and coach team members in the vendor / technology areas.

Provide technical ownership within the agreed boundaries of the job.

Own escalation and provide technical solutions to the customer's satisfaction.

Attend customer meetings to review provision/repair of solutions.

Evaluate new products and assess training requirements ready for launch.

Meet contracted SLA requirements and expectations during delivery and incident.

Capture all revenue opportunities for BT through effective management of customers and account teams.

Actively contribute to the productivity and performance improvements in line with team targets .

Constructively work together, sharing ideas, knowledge and resources to move the business forward.

Empathise with customers, anticipate their needs and balance solutions against commercial requirements.

Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value.

Carry out duties in line with the Job Standards and Personal Objectives.


Delivery specific


Manage team to ensure that all SSR delivery happens within the stipulated SLAs

Ensure that all teams are aware of the processes and follow them to avoid future escalations

Maintain team productivity scores and ensure that work distribution happens evenly in team

Manage a matrixed team of people to deliver solutions

Own and deliver solutions on multi-matrix solutions using multi-vendor devices



Assurance Specific


Provide rapid and accurate diagnostics within agreed SLAs

Provide 24hr support through agreed rota for customer networks for 2nd line team

Identify and recommend changes to improve reliability/performance

Pass knowledge down to other team members to continually enhance ability to resolve at least cost

Perform WFM and NGCC reporting for all team members and ensure adherence is met for all


Business Impact:


Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.

Able to maintain a reputation for quality and delivery of their expertise to the business.

Assists in the definition of strategy and evolution and associated infrastructure investments for Group/LoB.

Responsible for engineering delivery plans for a small project.



Skills
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Cisco Call Manager : add/remove phones, configure user account, translation pattern, route pattern, IPMA, CTI ports, CTI route point etc.

Cisco Unified Unity Connection : configure voicemail account, auto attendant, one should have good understanding on routing rules

Cisco Call Manager Express & Unity express : configure e-phones, DN, voicemail etc.

Cisco Unified Contact Center Express : setup new team, add/remove agent, supervisor, historical reporting access

Cisco voice Gateways : configuring new gateway, add/modify/remove translation rule, dial-peers, SRST configuration etc.

Signaling Protocols MGCP, H323, Skinny, SIP : Basic to intermediate knowledge of protocols, one should know commands to be used while troubleshooting

Cisco Attendant console applications (CUEAC, CUBAC, CUDAC) : setting up an operator

Cisco Emergency responder basics

Minimum 2+ years Cisco UCCE software [ICM, CVP], including scripting, configuration and call routing.

New Agent & Supervisor addition in ICM, CUIC, VIM .

Create, Implement, and Support ICM and CVP call routing scripts and required
eports.

Configuring agents via bulk file.

Understanding of Call Recording, Call Routing, Agent Profiling, Precision queuing, Voice Response Concepts and Configurations

Understanding of Cisco UCCE call flow.

Sound understanding of end to end VOIP Telephony Architecture

Support operational tasks related to contact centre agent environment

Experience with a disciplined development methodology and release management process

Demonstrate sharp, analytical, problem solving, and decision-making skills.

Should be ready to work in 24/7 business support environment

Demonstrate self-motivation and the ability to grasp concepts quickly.


People Skills:


Relevant professional experience.

Proactively maintains skills and knowledge in line with product/solution development

Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).

Experienced and competent in own area.

Shares own expertise with others.

Provide guidance and support to others in the form of coaching and training

Able to plan deliveries to maximise efficient use of resource and deliver at lowest cost.

Completes own role independently or with minimal supervision/guidance.

Has developed specialist knowledge in at least one area.

Applies knowledge/skills to a range of standard and non-standard activities.

Interprets client needs, assessing the full requirements.

Identifies solutions to non-standard tasks/queries.

Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role.

Commercially aware and balances customer needs against contractual/financial boundaries managing exceptions appropriately

Takes action to monitor and control costs within own work horizons.

Identifies key issues and patterns from partial/conflicting data and can take a broad perspective to problems and spot new, less obvious solutions.

Manages own time to meet agreed targets.

Able to assess and maintain resource requirements/plans for solution deliveries and tracks progress

Able to provide concise management reports

Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.

Creates informal networks with key contacts within own area.



About us


BT is part of BT Group, along with EE, Openreach, and Plusnet.


Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.


We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'


We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.


This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.




A FEW POINTS TO NOTE:


Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.


DON'T MEET EVERY SINGLE REQUIREMENT?


Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the , please apply anyway - you may just be the right candidate for this or other roles in our wider team.