A. Position Purpose This position will be responsible for functional & technical solutions for Call Centre/ IVR. Position Responsibilities Sr. Key Responsibilities (Please mention all the responsibilities expected from the incumbent to perform) 1 Working as a technical expert in problem resolution for Contact Center based application issues. 2 Gathering business requirements from business team related to contact centre/ IVR - translate them into tech solutions, and end to end implementation of solutions 3 Coordinate with Technology partners/ vendors, operations and call centre teams in getting solutions implemented 4 Ensure that the existing system capabilities are fully exploited and the requirements met through parameters changes rather than opting for code changes 5 Providing Level 2 support for Aspect, Vidyo, CCMS and all Contact Center issues. 6 Worked with developers and QA team in various stages of development and testing and taking the application from UAT to Production environments. 7 Planning and scheduling site activities to ensure completion of the project within the time and budgetary parameters and for optimizing resource utilization.