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VoIP Senior Analyst

Job Location: London

Regional Description: United Kingdom

Job Number: 00460577


- Job description

Role: VofIP Senior Analyst
Location: London
Salary: Up to £32,000 plus excellent benefits
Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.
We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.
What responsibilities will you have?
The role requires management of the day to day Contact centre Voice operations support and also extending hands and eye support for data centres as and when required. Responsible for Incident management, change management support and effective coordination amongst teams to address any critical issues on the Cisco UCCE voice environment.
  • Managing Contact Center environment consisting of ICM, CVP, CUSP, CUCM, Voice Gateways, Unity, etc 
  • Experience in  Application Maintenance/Development knowledge of Genesys Contact Center Solutions
  • Managing day to day incidents thru ITSM tool and flexible to work in any shift.
  • Extend data center support by providing required hands and eye support and appropriate troubleshooting
  • Managing alerts from monitoring tools
  • Implement change requests on core components in the platform.
  • Update Technical/Functional design document
Customer Service
  • Build good trust based relationships with key customers & customer groups when providing support needs, actively seeking out and responding to customer feedback.
People Development and Relationship Management
  • Maintain effective working relationships within wider Technology Services team within Network Services to ensure successful service delivery and optimisation.
  • Effective team collaboration across our internal teams through meetings, use of collaboration tools and shared repositories.
Proactive Support and Value Add
  • Proactively monitor and troubleshoot all the Voice platform related issues of various components.
  • Take part where requested in new product and service pilots, provide effective feedback, disseminate information within the team.
  • Document processes and make suggestions, where appropriate, to improve them, ensuring they are relevant and up to date for the tasks associated to the role.
  • Perform other ad-hoc tasks as required.
What skills & experience are we looking for?
  • Experience in  Application Maintenance/Development knowledge of Genesys Contact Center Solutions
  • Product/Solution knowledge - Genesys framework, Genesys Voice portal(GVP), Infomart Reporting, Eservices, Gplus CRM integration, VXML Scripting.
  •  Experience in adjunct contact center applicatios like NICE, Symon, IEX
  • Excellent interpersonal and communication skills (verbal and written)
  • Knowledge on ITIL/ITSM framework would be an added advantage
  • MS Office applications like Excel, Power Point etc
  • Cisco Certifications/ Genesys Certifications
  • ITIL Foundation Certified
What’s in it for you?
All of our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
On top of this, we have an extensive benefits package which includes XX days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!
What are the next steps?
If this sounds like the ideal role, career and company for you, click below to apply.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
Closing Date for Applications 30/ 10/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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