Posted:4 days ago|
Platform:
Work from Office
Full Time
As a Application Developer you'll participate in many aspects of the software development lifecycle, such as design, code implementation, testing, and support. You will create software that enables your clients' hybrid-cloud and AI journeys
* Your primary responsibilities include:
* Looking 5+ experience contact center support analyst/specialist with bachelor€™s or master€™s Degree.
* Ensure System Uptime - Maintain 24/7 availability and reliability of contact center systems.
* Monitoring & Alerts - Set up dashboards, alerts, and track SLIs/SLOs to detect and resolve issues quickly.
* Incident Response - Act as Tier 2 support, lead incident resolution, and perform root cause analysis.* Automation - Automate routine tasks, deployments, and failover processes to reduce manual effort.* Performance & Capacity - Optimize system performance and plan for traffic growth and infrastructure scaling.* Platform Maintenance - Manage upgrades, patching, and security of contact center tools and infrastructure
* Strong knowledge on CISCO contact center platform.
* Working knowledge of ticketing tools (ServiceNow, Remedy, Jira, etc.).
* Good understanding of ITIL concepts and incident/change/problem management.
* Proficient in troubleshooting voice, chat, and email interaction issues.
* Strong communication, interpersonal, and customer service skills
* Basic scripting or SQL/Unix knowledge is a plus.
* Problem-solving mindset with attention to detail.
* Ability to work in a fast-paced, 24/7 support environment
IBM
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