Senior Analyst
eClerx · Mumbai
- Provide L1/L2 support for enterprise voice and contact center platforms.
- Monitor, troubleshoot, and resolve voice network incidents within defined SLAs.
- Support and administer, Genesys, Aspect Contact Center, Poly VC devices, Avaya Communication Manager and Asterisk-based solutions.
- Perform voice system configuration, user provisioning, moves, adds, and changes.
- Troubleshoot SIP, PRI, VoIP, call routing, dial plans, and voice quality issues.
- Work closely with telecom service providers for circuit and voice-related issues.
- Monitor system performance and proactively address potential service disruptions.
- Participate in incident management, problem management, and change management activities.
- Maintain technical documentation, SOPs, and network diagrams.
- Support voice infrastructure upgrades, migrations, and implementation activities.
- Provide 24x5 shift support, including weekends and holidays, as per business requirements.