- 8+ years’ experience in IT industry (Avaya, Verint, Aspect etc).
- Experience with Contact Centre technology/tools including Avaya, Verint, Aspect Dialler, WFM, Voice, AppDynamics, Splunk, Elastic, Aternity, Power BI, Oracle EOM, Service Now, PowerShell, MO365, etc
- Three years’ experience in service delivery operations and a broad range of IT platforms and disciplines
- Experience in a financial services industry desirable
- Strong analytical and troubleshooting skills
- Ability to handle critical production issues
- Strong written and verbal communication skills desirable
- Positive understanding of Avaya Aura Platform and Protocols like SIP & H.323.
- Work with OEM, telecom providers, and customer technical teams.
- Lead Major Incident Management and provide technical ownership.