Job Category: IVR Service Technology with RBL Bank in Mumbai - Grade - AM /DM/M
Job Type: Full Time
Job Location: Mumbai
Company Name: RBL Bank
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Client – RBL Bank
Position – IVR Service Technology & Solution
Grade : AM/DM/M
Location – Mumbai
| Job Title | IVR Technology & Solutions – Services |
| Grade | AM/DM/M |
| Department | Solutions & Technology |
| Location/Branch | Mumbai |
| Reporting To | DVP |
- Position Purpose
| Solutioning and Technology team is a function comprising Technology relationship managers for business. The team owns and manages business-facing applications and systems and drives technology initiatives. The purpose of this position is to plan, implement and manage business solutions and technology for Contact center systems including IVR. |
Position Responsibilities
| Sr. | Key Responsibilities(Please mention all the responsibilities expected from the incumbent to perform) |
| 1 | Domain expertise on telephony technology, EPBAX, PRI,IP management. |
| 2 | IVR functional and technical experience – Physical + CLOUD |
| 3 | Understand business requirements and translate them into functional requirements. Work with businesses to deliver strategic solutions for the bank |
| 4 | Work closely with Business, Operations, and other end-users to understand their processes and requirements, document them, and obtain sign off |
| 5 | Vendor Management – Ensure SLA Delivery from the service provider |
| 6 | Program Manager for end-to-end system delivery with help of internal teams (Development, Infrastructure, etc) and partners. |
| 7 | Plan, manage and evaluate key CLOUD IVR performance and delivery metrics. |
| 8 | Experience and knowledge of web technology. |
| 9 | Contribute to UAT testing and implementation. |
- Qualifications and Experience Requirement
| Qualifications | |
| Essential | Graduate / Post Graduate. Management degree ( Preferable) PMI / Contact center application certification (Preferable) |
| · Experience | |
| Essential | IVR technical and functional experience – 5 – 6 years understanding of IVR, voice loggers, CTI IntegrationDesigning IP telephony, contact center solutions, Experience in building solutions good documentation and presentation abilityEfficient follow up skills we technology and System integration process understanding Planning and monitoring Service MatrixRoot cause Analysis, Solutioning Preventive MeasureEffective communication skills. Responsible for Service Co-ordination Understanding of IT related service matrix update incidents and track for proactive, corrective, preventive measures of Incident closureCollaborate with various teams i.e. partners, product, Technology teamsProactive, an independent team member who is highly organized and interested in making a difference through individual and team contribution |
| Preferred | Technology / Design / Systems / PM certification courses |
- Technical Skills
| Skill | Attribute |
| SQL or any database query tool | Basic knowledge of database query tools |
| Telephony Technology IVR management | Good knowledge backed with implementation experience |
| XML / JSON/HTML/Python | Basic knowledge and understanding |
| Ms Office / MS Visio / MS Project | Good documentation and presentation ability |
- Behavioural Skills
| Skill | Attribute |
| Behavioral | Leadership skills Good Interpersonal and Communication skills Negotiation skills Project Management expertise Must be willing to take initiatives, accept new responsibilities |