5+ years of Contact Centre experience in technologies, not limited to, UCCE, IPIVR, and CVP. • Bachelor’s degree in engineering/computer science or related • Certifications -CCNA, CCNP Voice • Added Advantage to have certifications - MCSE ,VMWARE, CCIE, UCS specialization • Strong hands-on technical background particularly in complex multi-platform environments. • Previous experience of running a 24x7x365 technical support services group in a technology services organization (preferably in contact center solutions) • Ability to prioritize, multi-task and perform under pressure • Ability to manage both onsite support team and an offshore team, lead and provide direction in critical customer situation. • Customer Interfacing Duties & Responsibilities • Respond/Resolve product issues within agreed SLAs • Understand products so that demo & training can be done. • Ensuring systems, methodologies and procedures are followed • Implementation of product/Application at customer sites (remote or in person) • Managing L1 & L2 Request • Trouble shooting of basic operational issues that are reported by end customers. • Work with development team to resolve issues if it cannot be handled by self • Conducting Solution Review and Solution Audit to the customers