Personal experiences to be experts

Infrastructure Server and Support

Develop Call Centre Infra

  • Task Experiences:

    Avaya Call Center Infrastructure Setup

    1. Requirements Gathering & Analysis

    • Business Objectives: Understand the specific needs of the call center, such as the number of agents, call volume, service levels, and integration requirements.
    • Call Center Software: Determine which Avaya products to use (e.g., Avaya Aura Contact Center, Avaya IP Office).
    • Technical Environment: Assess the current network, server infrastructure, and system compatibility.

    2. System Design & Planning

    • Network Architecture: Design a network that can handle VoIP traffic, considering bandwidth, redundancy, and security.
    • Telephony Infrastructure: Configure Avaya telephony systems (PBX, VoIP) for call routing, IVR setup, and call queuing.
    • Database and Server Setup: Set up servers for call logging, recording, reporting, and CRM integration.
    • Integration with Other Systems: Integrate with CRM systems, ticketing systems, and any other relevant applications.
    • Workforce Management Tools: Set up scheduling, forecasting, and monitoring tools to track agent performance and optimize staffing.

    3. Hardware Setup

    • Agent Workstations: Configure computers, headsets, and phones for agents (IP Phones or softphones).
    • Servers & Databases: Deploy necessary servers for call processing, database storage, and integration services.
    • Call Routing Equipment: Install and configure Avaya’s call routing hardware (e.g., Avaya Session Border Controllers, Gateways).

    4. Telephony & Call Routing Configuration

    • Call Flow Design: Design and configure IVR (Interactive Voice Response) systems for call routing based on predefined logic (e.g., time of day, skill-based routing).
    • Queue Management: Set up call queues, waiting messages, and escalation rules.
    • Agent Routing: Configure agent skills, availability, and priorities for call routing.

    5. Security & Compliance

    • Data Encryption: Ensure that all communications, both voice and data, are encrypted to meet security standards.
    • Call Recording Compliance: Implement call recording features, ensuring they comply with industry regulations (e.g., PCI-DSS, GDPR).
    • Firewall and Network Security: Set up firewalls and other security measures to protect the call center infrastructure.

    6. Testing & Quality Assurance

    • System Testing: Test all components (telephony, network, server) to ensure they work correctly.
    • Load Testing: Simulate high call volumes to test system scalability and reliability.
    • Agent Testing: Have agents test their workstations and communication systems.

    7. Training & Documentation

    • Agent Training: Train agents on the use of Avaya systems, including how to handle calls, use reporting tools, and manage customer data.
    • Admin Training: Train administrators on how to maintain the system, configure new agents, and troubleshoot issues.
    • Documentation: Prepare detailed documentation for system configurations, troubleshooting guides, and operational procedures.

    8. Go Live & Support

    • Deployment: Launch the system in a live environment, ensuring all components are functioning as expected.
    • Ongoing Support: Provide ongoing technical support, system updates, and performance monitoring.
    • Performance Monitoring: Monitor system performance, call quality, and agent productivity, and adjust configurations as necessary.

    9. Post-Deployment Monitoring and Optimization

    • System Monitoring: Continuously monitor the system for any technical issues or performance bottlenecks.
    • Optimization: Fine-tune the system to improve efficiency, enhance customer experience, and reduce costs (e.g., optimizing call routing, minimizing wait times).
  • Company: LPPSA,KWAP,MYGCC,CIDB

RISDA

  • Task Experiences:

    The Infrastructure Server and Support job scope encompasses managing, maintaining, and supporting server environments, networks, and related IT infrastructure to ensure smooth operation and high availability of services.

    Scope of Responsibilities

    1. Server Administration

    2. Network Infrastructure Management

    3. Cloud Infrastructure Management

    4. Security and Compliance

    5. Performance Monitoring and Optimization

    6. Data Storage and Management

    7. Support and Troubleshooting

    8. Automation and Scripting

    9. Documentation and Reporting

    10. Collaboration and Team Coordination
  • Company: RISDA

Jabatam Pembangun Kemahiran (JPK)

  • Task Experiences:

    The Infrastructure Server and Support job scope encompasses managing, maintaining, and supporting server environments, networks, and related IT infrastructure to ensure smooth operation and high availability of services.

    Scope of Responsibilities

    1. Server Administration

    2. Network Infrastructure Management

    3. Cloud Infrastructure Management

    4. Security and Compliance

    5. Performance Monitoring and Optimization

    6. Data Storage and Management

    7. Support and Troubleshooting

    8. Automation and Scripting

    9. Documentation and Reporting

    10. Collaboration and Team Coordination
  • Company: Jabatam Pembangun Kemahiran (JPK)