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 recent 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 Proces

📌 Manager/Asst. Manager – CTI Administration (Gandhinagar)
🏢 Etech Global Services
📍 Gandhinagar