Implementation Engineer

Exotel Techcom Pvt Ltd; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Exotel Techcom Pvt Ltd in Bengaluru is seeking an Implementation Engineer to help install and configure contact center software solutions including IVR, ACD, CTI, and CRM systems.

You will troubleshoot performance issues, document installations, and collaborate with developers, QA, and project managers while learning telephony concepts.

Qualifications

• 2-6 years of experience in an Implementation role.
• Strong interest in software execution, preferably in a contact center environment.
• Familiarity with Linux and Windows operating systems.
• Excellent problem-solving skills and attention to detail.
• Strong communication and collaboration skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Basic to intermediate knowledge of working with Linux OS.
• Basics of networking concepts (LAN, OSI, IPv4/IPv6).
• Basics of database concepts - MySQL, Postgres, etc.
• Willingness to learn telephony concepts (PRI, VOIP).
• Good listener with very good communication skills.
• Exceptional attention to detail and organizational skills.
• Basic knowledge of HTML and CSS would be an advantage.

Responsibilities

• Assist in the installation and configuration of contact center software solutions, including IVR, ACD, CTI, and CRM systems
• Troubleshoot software performance, reliability, and scalability issues under guidance from senior team members
• Assist in providing training to end-users on the use of contact center software solutions
• Collaborate with other members of the contact center team, including software developers, QA analysts, and project managers
• Develop and maintain software documentation, including installation and configuration guides, troubleshooting manuals, and training materials
• Identify opportunities for process improvement and implement solutions
• Ensure that all software installation and configuration follows established standards and best practices

Skills

Linux familiarity

Windows familiarity

Problem solving

Attention to detail

Communication

Team collaboration

Independent work

Tools

CRM systems

CTI

IVR

Networking basics

Job description

About Exotel

Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations every day for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, the omnichannel contact centre, communication API suite, and conversational AI platform from Exotel help some of the fastest-growing businesses in emerging countries manage their customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.

What will you do?

• Assist in the installation and configuration of contact center software solutions, including IVR, ACD, CTI, and CRM systems


• Troubleshoot software performance, reliability, and scalability issues under the guidance of senior team members


• Assist in providing training to end-users on the use of contact center software solutions


• Collaborate with other members of the contact center team, including software developers, quality assurance analysts, and project managers


• Develop and maintain software documentation, including installation and configuration guides, troubleshooting manuals, and training materials


• Identify opportunities for process improvement and work with the team to implement solutions


• Ensure that all software installation and configuration follows established standards and best practices

What are we looking for?

• 2 - 6 years of experience in an Implementation role


• Strong interest in software execution, preferably in a contact center environment


• Familiarity with Linux and Windows operating systems


• Excellent problem-solving skills and attention to detail


• Strong communication and collaboration skills


• Ability to work independently and manage multiple tasks simultaneously


• Basic to intermediate knowledge of working with Linux OS


• Basics of networking concepts (LAN, OSI, Topology, IPv4, IPv6, etc)


• Basics of database concepts - MySQL, Postgres, etc.


• Should be willing to learn telephony concepts (PRI, VOIP, etc.)


• Good listener with very good communication skills.


• Exceptional attention to detail and organizational skills.


• Excellent writing, editing, and proofreading skills.


• Basic knowledge of HTML and CSS would be an advantage.