Company Overview :

Krazy Mantra HR Solutions Pvt. Ltd. is a leading provider of comprehensive HR solutions, specializing in talent acquisition and workforce management across diverse industries. We partner with organizations to identify, recruit, and retain top talent, enabling them to achieve their business objectives. Our commitment to excellence and innovative approach has established us as a trusted partner for companies seeking to build high-performing teams.

Role Overview :

As an IVR Engineer at Krazy Mantra HR Solutions, you will be responsible for the design, implementation, and maintenance of our clients' IVR systems, primarily utilizing Genesys platforms.

You will collaborate with cross-functional teams, including network engineers, application developers, and business stakeholders, to ensure the seamless operation and optimal performance of these critical communication systems.

Your expertise will be crucial in troubleshooting complex issues, implementing security measures, and providing technical support to maintain high availability and customer satisfaction.

Key Responsibilities :

- Design and implement IVR solutions using Genesys platforms to meet specific business requirements and improve customer experience.

- Troubleshoot and resolve complex technical issues related to IVR systems, SIP trunking, and related infrastructure to minimize downtime and ensure service continuity.

- Implement and maintain security protocols and measures to protect IVR systems from unauthorized access and data breaches, safeguarding sensitive information.

- Provide technical support and guidance to internal teams and clients on IVR system functionality and best practices, empowering them to effectively utilize the technology.

- Manage and resolve incidents related to IVR systems, adhering to ITIL best practices for incident, problem, and change management to maintain system stability and reliability.

- Monitor IVR system performance and identify areas for optimization, proactively addressing potential issues and improving overall efficiency.

- Collaborate with vendors and service providers to resolve complex technical issues and implement system upgrades, ensuring seamless integration and minimal disruption.

- Develop and maintain comprehensive documentation of IVR systems, configurations, and procedures to facilitate knowledge sharing and efficient troubleshooting.

Required Skillset :

- Demonstrated ability to design, implement, and maintain IVR systems, particularly using Genesys platforms.

- Proven expertise in troubleshooting complex technical issues related to IVR systems, SIP trunking, and network infrastructure.

- Strong understanding of security principles and practices related to IVR systems, with the ability to implement and maintain security protocols.

- Comprehensive knowledge of ITIL best practices for incident, problem, and change management.

- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and clients.

- Bachelor's degree in Computer Science, Engineering, or a related field.

- Ability to adapt to a dynamic and fast-paced environment, working both independently and as part of a team.