Manager/Asst. Manager – CTI Administration

WHAT YOU'LL BE DOING:

• Lead the end-to-end management of CTI systems, including implementation, configuration, and troubleshooting.
• Collaborate with cross-functional teams to integrate CTI solutions with CRM systems and other enterprise applications.
• Manage vendor relationships, ensuring SLAs are met and technological advancements are leveraged.
• Oversee CTI-related projects, including system upgrades, migrations, and new deployments.
• Ensure system reliability, availability, and performance through proactive monitoring and maintenance.
• Develop and maintain technical documentation, including architecture diagrams, configuration guides, and SOPs.
• Provide technical leadership and mentorship to the CTI team, fostering continuous improvement and professional growth.
• Identify opportunities to enhance call center efficiency through automation, AI integration, and advanced analytics.
• Worked with CTI Platforms like GrupoNGN CloudComm, Unify OpenScap Contact Center, Avaya, Five9, Nice InContact, Bright Pattern, or Cisco UCCE.
• Familiarity with implementation of IP Telephony and Dialer applications.
• Knowledge of building Campaigns, Queues, Call Control Scripts, and IVR into the Dialer system.
• CTI solution design, development, and maintenance.
• Integration of various CTI solutions to the contact center architecture.
• Integration of CTI and Customer Relationship Management solutions such as Salesforce, Pega, etc.
• Call Control Scripts development and enhancement.
• Administration of management tools.
• Creation and maintenance of queries (SQL knowledge required).
• Generation of historical and real-time database reports.
• Knowledge of call center operational dynamics related to CTI, Enterprise Reporting, and solving call center-related issues.
• Integration of custom-developed and third-party provided software, IVR, Call Center, and database integration with the CTI infrastructure.
• Train, supervise and evaluate staff performance.
• Evaluation of Process at regular intervals to ensure learning objectives and development standards are achieved
• Knowledge of all job areas spanning across departments.
• Develop and maintain relationship with peers across departments.
• Process Improvement Initiatives.
• Achieves required KPI's and plans process improvement activities.

WHAT WE EXPECT YOU TO HAVE:

• Bachelor's degree in computer science, Information Technology, or a related field; Master's preferred.
• Minimum of 5-7 years of experience in CTI, with at least 2 years in a managerial role.
• Strong knowledge of CTI platforms (e.g., Cisco UCCE/PCCE, Avaya, Genesys, GrupoNGN CloudComm, Unify OpenScap, Five9, Nice InContact, Bright Pattern).
• Experience with CRM integrations (Salesforce, Microsoft Dynamics, Pega, etc.) and APIs.
• Proficiency in scripting languages (e.g., JavaScript, Python) and database management (SQL).
• Familiarity with IP Telephony, Dialer applications, Campaigns, Queues, Call Control Scripts, IVR systems.
• Excellent problem-solving skills, project management capabilities, and attention to detail.
• Strong leadership, communication, and stakeholder management abilities.
• Complex voice network design and numbering plans for multiple locations.
• Call center configurations including VDNs and Vectors, understanding of switch/routing (vector-based call routing).
• Computer Telephony Integration (CTI).
• Complex call center configurations.
• VoIP Trunking (SIP / H.323).
• Dialer systems.
• SQL.
• TURN/STUN Protocol.
• WebRTC.
• Windows Server Failover Cluster.
• Call Accounting.
• Telephone Wiring.
• IVR/VRU.
• Experience with SIP, SBCs, VoIP, QoS, CoS, VLAN, etc.
• Experience with Network Protocols (TCP/IP, Ethernet, SNMP, etc.).
• Must have experience working in multi-site and hybrid configurations of enterprise-level IP and TDM environments.
• Knowledge of cloud-based telephony solutions (AWS Connect, Twilio, etc.).
• Experience with workforce optimization tools, IVR design, and AI-driven call routing.
• ITIL certification or knowledge of IT service management best practices.

CERTIFICATIONS:

Certification from any of the following will be an added advantage:

• Avaya Certified Implementation Specialist (ACIS).
• Certification Partners Convergence Technologies Professional (CTP).
• Digium Certified Asterisk Professional (dCAP).
• CCNP Collaboration: Cisco Certified Network Professional Collaboration.
• Any certification by the above-mentioned CTI platforms.