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Application support Professional

Application support Professional

Visa

2 - 7 years

7 - 10 Lacs

bengaluru

Posted:1 month ago| Platform:

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Skills Required

vendor management contract management data analysis kpi purchase sourcing excel commercial management operations vendor development advanced excel vendor procurement supply chain management quality assurance ppap powerpoint communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Center Support team is responsible for the support and maintenance of the Contact Center platform solutions. The identified resource will be accountable for daily operations, platform maintenance, and support activities.

Develop and maintain Contact Center Technology solutions, primarily focusing on Genesys but not limited to it.
Provide day-to-day operations and support for the Contact Center platform across various channels such as voice, chat, and email.
Share responsibility for platform availability, daily operations, and security.
Collaborate with global staff to ensure platform security by continuously addressing open vulnerabilities.
Maintain open communication with internal staff and vendors, including Genesys Tech Support.
Coordinate with telecom providers like ATT, Lumen, and Verizon for procuring toll-free numbers and configuring terminations.
Monitor toll-free numbers, trunks, and alerts daily coordinate with team members to address various issues.
Manage multiple initiatives and tasks to meet delivery timelines, collaborating with business partners, technology vendors, and customers.
Adapt to an environment of rapid change and ambiguity, making informed decisions while understanding the associated risks.
Work effectively in a complex, global environment, demonstrating the ability to operate across cultures and time zones.

Basic Qualifications
2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

Preferred Qualifications

Bachelors Degree with an emphasis in Computer Science or Information Technology and at least 6 years of progressively responsible positions in Contact Center solution technologies.
Development experience with Genesys, Nice, or other contact center technologies preferred.
Experience with or knowledge of NICE / Verint Workforce or call recording solutions.
Strong troubleshooting skills in Avaya / Genesys / NICE contact center technology platforms.
Ability to design and develop routing applications for voice and multi-channel and provide day-to-day support.
Familiarity with AT&T Route IT and Business Direct application, and experience with day-to-day telecom operations.
Experience with telecom providers (AT&T, BT, Verizon, Lumen) setup and configurations is a plus.
A collaborative team player who values collective achievement and possesses strong interpersonal skills, capable of handling multiple priorities and maintaining high performance under pressure.
Excellent interpersonal and collaboration skills are essential.
Ability to interface and build excellent working relationships within Technology, Business, and with vendors.

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Application support Professional