Contact Centre Solution Expert

Contact Centre Solution Expert

Contact Centre Solution Expert

Role & Responsibilities:

• Work closely with solution architects

  and other experts (from different OEMs based on applications being installed) to ensure seamless integration of all components. This includes detailed integration or design planning and Method of Procedure (MOP) development.

• Collaborate with QA Analysts

  for the design of integration test plans and test scripts.

• Be familiar with all Contact Centre system components

  (e.g., IP PBX, ACD, CTI, Case Record Management, LBS etc.) and assist in their configuration, installation, and customization.

• Possess experience in designing and implementing

  Contact Centres for large-scale, complex projects.

• Have hands-on experience in integrating

  the Contact Centre with other critical components of the Emergency Response System.

• Gather all Contact Centre solution requirements

  , then customize and configure the OEM solution, and assist in its implementation.

• Provide technical assistance and consultant oversight

  related to the Emergency Response Contact Centre throughout project implementation, including installation, configuration, testing, reporting, migration, transition, and cutover activities.

• Have worked on Case Record Management solutions

  required to support Contact Centres.

• Provide basic training

  on software and hardware to state officials.