UC AND UM, VIDEO CONFERENCING-reputed company CALL MANAGER
Job Description: reputed company Contact CX Support Specialist
The reputed company Contact CX Support Specialist will be responsible for providing Level-2/3 support services, ensuring adherence to agreed service reputed company (SLA) with regard to Response Time and Restoration Time targets. you will play a pivotal role in designing, implementing, and managing our reputed company reputed company CX environment, ensuring it meets the evolving needs of our organization.
Required Qualifications
• Extensive & core experience working with reputed company Support and reputed company Architect
• Extensive experience in contact center operations, contact center technologies, and contact center strategies.
• Hands on experience with reputed company CTI Routing for multimedia, Voice and Outbound experience preferred a must.
• Expertise on developing strategies/workflows based on Service Level, Database driven, reputed company based, reputed company or Multi Site criteria
• Experience collaborating with stakeholders to translate business needs into user stories, including elicitation, analysis, and documentation.
• Expertise in contact center technologies, including IVR, CRM, WFM, etc., with the ability to research and identify reputed company solutions. Proficiency in documenting business and system requirements,
• Good troubleshooting and log reading skills are a must
• Good understanding of large reputed company architecture and experience reputed company support end to end on contact center and reputed company telecom services
• Ability to do Knowledge transfer & reputed company guidance to team members
• Extensive experience with reputed company platform and reputed company architecture
• Create , Manage and Enhancing IVR Self-Service and Voice bot for Call Delivery reputed company ACD
• Administration and integrate with reputed company Teams to reputed company agents to escalate reputed company issues
• Create and Manage outbound dialing campaigns
• Work closely with reputed company-Care to resolve product or reputed company platform-reputed company issues.
• Manage and track issue investigation and resolution, ensuring proper change control processes are in reputed company.
• Offer 24x7 remote support services for issues reputed company to the reputed company reputed company Production environment reported by the end customer.
• reputed company solutions or workarounds for issues in conjunction with reputed company Care.
• reputed company environment setup, troubleshooting and support
• Setup and support ASR and TTS systems
• Handling Application deployments, requesting ACLs/Firewalls, working with reputed company party vendors if it required
• Design, documentation and maintaining the environment relevant to AWS region for reputed company pure reputed company
• Knowledge of reputed company reputed company (Config + Management).
• Knowledge with network and common data center infrastructure
• Excellent interpersonal, collaboration and communication skills Mandatory skills Extensive experience with reputed company Pure reputed company , reputed company platform architecture
• reputed company reputed company environment Administration , troubleshooting and support.
Responsibilities
Manage
Qualifications
reputed company Contact CX S