Application Support - Voice Loggers & WFM

Role & responsibilities

Black Box provides a full service portfolio to support large Unified Communications and Contact Center infrastructures, including new installations, upgrades and ongoing support. This group primarily works with enterprise level customers and UC& CC along with logger products such as NICE, Verint, WFO, AWFO, WFM, Engage, UC Products like: Avaya, Cisco, Zoom, RC, Genesys etc.

Functional:

• Recording Issues resolutions- L2 & L3.
• Patch updates & Upgrades.
• WFM Trouble shootings
• Archiving issues, Speech analytics etc.
• Participate in P1/P2 escalation calls and provide customer timely updates
• Open tickets and manage escalations with OEM and/or other manufacturers if necessary
• Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc)
• Periodic on-call required/Providing RCA to customers
• Presales support.

Skills:

• Excellent customer relations/service skills.
• Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
• Ability to prioritize and handle multiple tasks simultaneously.
• Strong analytical, reasoning and organizational and project task management skills.
• Exceptional attention to detail and follow through, including proper documentation.
• Ability to understand business systems technologies.
• Excellent Interpersonal Skills
• Self-motivated & ability to work on own or with teams
• Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
• Required certification on logger for NICE, Verint, Avaya Loggers, WFM, WFO,

Experience:

• 8+ years of Implementation & Support Experience working various loggers.
• Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc.
• Well Versed with Contact Center portfolio
• Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.