Lead Administrator - L2

Description:
The voice services department at Client Sitemanages over 14 thousand IP extensions on a global enterprise voice network to support the firm's teams and departments providing a highly available service to our clients, branches, and associates. The department manages a range of services from design, implementation, administration and support of enterprise-wide voice technologies, voice mail applications, computer telephony integration applications, centralized call recording applications, contact center applications including work force management tools and installation, maintenance and troubleshooting of carrier-provided data and voice communication circuits.

Key Responsibilities:
The Business Engineer III is responsible for:
Collaborating closely with associates and third-party vendors to troubleshoot and resolve problems.
Develop and maintain Computer Telephony Integration (CTI) applications.
Resolving complex problems of voice services and applications
Delivering quality timely results while managing competing priorities
Improving overall service and efficiencies of the support processes year to year
Following standards and guidelines of the firm, team, and industry related to change management and technologies to implement solutions.

Position Requirements:
Undergraduate degree in related field preferred
A minimum of 5 years of telecommunications experience
Windows and Linux operating experience
Foundational understanding of:
Configuration and setup of Voice Systems
Configuration of voicemail, IVR systems, and call recording solutions
Experienced in application development, including Java, JTAPI, TSAPI, Tomcat, and WebLogic
Familiarity with the MKS packaging process
Documentation standards, network, and call flow diagramming
Strong interpersonal and leadership skills
Strong Oral and written communication skills
Initiative-taking while Working in a team or as an individual contributor.
Highly qualified candidates will have demonstrated experience in the following:
Avaya Call flow design and implementation.
Avaya solutions (Communications Manager, Session and System Manager, AEP, AES, SAL gateways, CMS etc.)
SIP
Verint Call Recording Quality Monitoring, Screen Capture and Workforce Management
Agile Practices
Service Now ticketing.

Additionally, skills a plus
Cloud experience
Aceyus Reporting
Qtest

Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selection decisions
• Talent Management
  • Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
  • Exercise employee recognition and appreciation

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.