Responsible to support Telecom infrastructure and associated technologies in scope, including Global Contact Center ACD, audio/video conferencing, and Global Call Recording/Archive System
Job Summary
Responsible to support Telecom infrastructure and associated technologies in scope, including Global Contact Center ACD, audio/video conferencing, and Global Call Recording/Archive System.
Respond to user trouble tickets related to Cloud Contact center within service levels and actively participate in Cloud Contact Center Disaster Recovery plans.
Provide support to all IP phones, IP softphones, Video endpoints, and coordinate/monitor vendor maintenance requests and activities.
Matching Summary
Responsible to support Telecom infrastructure and associated technologies in scope, including Global Contact Center ACD, audio/video conferencing, and Global Call Recording/Archive System.
Skills & Requirements
Must-have
Genesys Cloud CX
Voice & Cloud Contact Center Technologies Support
On Premise Cloud Contact Center Technologies
24x7 Support environment
Nice-to-have
Network Infrastructure Design and monitoring
Emerging technologies implementation
Key Requirements
6+ years Voice & Cloud Contact Center Technologies Support Service
3+ years Cloud Contact Center as a Service (Nice InContact, 8x8, Ringcentral, Amazon Connect, Genesys Cloud CX, Five9)
On Premise Cloud Contact Center Technologies (Avaya, Cisco, Genesys SIP, VOIP, IP Telephony & Unified Communications, IVR, CTI, Call Recording, WFM, Dialers)
Basic understanding of Network Infrastructure Design and monitoring