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Application Developer-Contact Center

Application Developer-Contact Center

IBM

1 - 4 years

3 - 7 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

application developer software development customer service ai support analyst contact center root cause analysis sql incident response scripting software development lifecycle automation servicenow ticketing hybrid cloud unix jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

Required education Bachelor's Degree Required technical and professional expertise

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

Preferred technical and professional experience

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

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Application Developer-Contact Center