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 qualified 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