Karthi Muthukrishnan
Contact Center Analyst at MetLife
- Role
- Contact Center Analyst at MetLife
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
Experience
Contact Center Analyst
Mar 2014 — Present · Raleigh-Durham, NC, US
Develop and maintain enterprise voice and contact center technology strategies and standards. Educate/train team members, including customers, on the architecture and benefits of new and emerging technologies.Research, test, propose, and implement voice and contact center solutions that meet or exceed the objectives and expectations of the business customersLead several large network engineering initiatives simultaneously, liaise with internal technology partners and external vendors to ensure effective communication, collaboration, and stakeholder involvement. Maintain and strengthen relationships with internal business partners (domestic and international)Identify and resolve complex voice and contact center problems (Tier 3 support) utilizing structured troubleshooting procedures, tools, and techniques.Plans and executes highly complex Contact Center Upgrade and Migration activity.
Education
Shanmugha Arts, Science, Technology and Research Academy
Bachelor’s Degree
1995 — 1999
Skills
- Technical Documentation
- Remote Infrastructure Management
- Customer Service
- Acmepacket Sbc
- Offshoring
- Technical Support
- Vendor Management
- Nectar Monitoring Tool
- IT Operations
- Avaya Technologies
- Outsourcing
- Voice Switching
- Isdn
- Outsourcing Management
- Client Co-Ordination
- Global Delivery
- Avaya
- Vbscript
- Call Center Development
- IT Service Management
- Avaya Aura Messasing
- Co-Location
- Automation
- Voice Quality
- Ds3
- M3k
- G860
- Cms
- Call Centers
- Service Delivery
- Data Center
- Itil
- Service Desk
- Contact Centers
- Transition Management
- Sip Trunking
- Avaya Sbce
- Visual Studio
- Incident Management
- Information Technology
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