Senior Contact Centre Specialist - Telecom

SENIOR CONTACT CENTRE SPECIALIST

Position Summary:

As a Contact Center specialist, you will be responsible to lead and provide engineering and operations support for our client Contact centres and ongoing management and administration of clients office located at different regions. Minimum Avaya Contact centre / Collaboration technical certification required. Experience from System integrator environment must have in-depth knowledge of Avaya Contact center products like Avaya Interaction Center 7.3. Also, should possess knowledge of .Net framework, C#, Entity Framework, Asp.net, MVC, Web services, JavaScript skills, and experience working with database, MS-SQL server. Able to work independently as well as in a team. Willing to work hard and eager to learn about new technologies. Analytical and possess good troubleshooting skills.

Key Responsibilities:

1. Assist in the development and deployment of communication (IC scripts and dot net applications) solutions including operational testing's, support process/development/maintenance, general release planning, planning end user training/acceptance.

2. Work with various teams to gather requirement on the Avaya IC routing call flows and Reporting modules to provide solution design.

3. Lead or participate in management of incidents, requests and problems, request fulfilment and problem resolution and escalation activities and perform root cause analysis.

4. Participate in P1/P2 escalation calls to provide business team timely updates.

5. Troubleshoot issues raised by business & provide RCA within the SLA

MAJOR CHALLENGES / TYPICAL PROBLEMS ENCOUNTERED

1. Juggling Application Project Goals and Timelines with Infrastructure Improvement Plans

2. Ensuring that incidents are attended promptly, and resolution provided within SLA.

3. Work with minimal supervision.

Category Essential for this role

Education and Qualifications - Bachelors Degree

Work Experience 7 + years

Technical / Professional Skills

Please provide at least 3 1. L2 knowledge and hands on experience of Avaya Interaction Center 7.3.

2. Must have knowledge and hands on experience on Net framework, C#, Entity Framework, Asp.net, MVC, Web services and JavaScript skills.

3. Must be certified on Avaya Core Components and applications

4. Good communication skills.

5. Must worked on projects like CC and UC deployment independently.

6. Willing to work in late evening, depend on project or services requirements.

7. Knowledge of Dynatrace or Nagios monitoring tool will be added advantage

Non-Technical / Soft Skills 1. Self-starter and can run a project to completion

2. Can work remotely and continue to coordinate with the team

Other Task-Specific Knowledge Able to assist support team and analyse application alerts and alarms to determine root cause.