Job Category: IVR Service Technology & Solution
Job Type: Full Time
Job Location: Mumbai
Company Name: RBL Bank
Your consultant for this Job: Seema Kakra - Management 2000 CareerZodiac.comInterested IN this Job?
Yes NoHi
Request to check below JD & give us your email confirmation for interview process.
If any Query feel free to call Seema Kakra on 7878551502.or send your updated CV on Seema.k@careerzodiac.com
Client –RBL Bank
Position:-IVR Service Technology & Solution
Location:– Mumbai
Job Description-:
| Job Title | IVR Technology & Solutions – Services |
| Grade | AM/DM/M |
| Department | Solutions & Technology |
| Location/Branch | Mumbai |
| Reporting To | DVP |
- Position Purpose
| Solutioning and Technology team is a function comprising Technology relationship managers for business. The team owns and manages business facing application and systems and drives technology initiatives. The purpose of this position is to plan, implement and manage business solutions and technology for Contact center systems including IVR. |
Position Responsibilities
| Sr. | Key Responsibilities(Please mention all the responsibilities expected from the incumbent to perform) |
| 1 | Domain expertise on telephony technology, EPBAX, PRI,IP management. |
| 2 | IVR functional and technical experience – Physical + CLOUD |
| 3 | Understand business requirements and translate them into functional requirements. Work with business to deliver strategic solutions for the bank |
| 4 | Work closely with Business, Operations, and other end users to understand their processes and requirements, document them and obtain sign off |
| 5 | Vendor Management – Ensure SLA Delivery from the service provider |
| 6 | Program manager for end to end system delivery with help of internal teams (Development, Infrastructure etc) and partners. |
| 7 | Plan, manage and evaluate key CLOUD IVR performance and delivery metrics. |
| 8 | Experience and knowledge on web technology. |
| 9 | Contribute to UAT testing and implementation. |
- Qualifications and Experience Requirement
| · Qualifications | |
| Essential | Graduate / Post Graduate. Management degree ( Preferable) PMI / Contact centre application certification (Preferable) |
| · Experience | |
| Essential | IVR technical and functional experience – 5 – 6 yearsUnderstanding of IVR, voice loggers, CTI IntegrationDesigning IP telephony, contact centre solutions, Experience in building solutionsGood documentation and presentation abilityEfficient follow up skillsWeb technology and System integration process understanding Planning and monitoring Service MatrixRoot cause Analysis, Solutioning Preventive MeasureEffective communication skills. Responsible for Service Co-ordination Understanding of IT related service matrixUpdate incidents and track for proactive, corrective, preventive measures of Incident closureCollaborate with various teams i.e. partners, product, Technology teamsProactive, independent team member who is highly organized and interested in making a difference through individual and team contribution |
| Preferred | Technology / Design / Systems / PM certification courses |
- Technical Skills
| Skill | Attribute |
| SQL or any database query tool | Basic knowledge of database query tools |
| Telephony Technology IVR management | Good knowledge backed with implementation experience |
| XML / JSON/HTML/Python | Basic knowledge and understanding |
| Ms Office / MS Visio / MS Project | Good documentation and presentation ability |
- Behavioural Skills
| Skill | Attribute |
| Behavioral | Leadership skills Good Interpersonal and Communication skills Negotiation skills Project Management expertise Must be willing to take initiatives, accept new responsibilities |