Contact Center Expert

Job title: Contact Center Expert

Company: M/s. orange business services

Job description:

  • RUN phase:
  • Ensure technical lead for the deployment of CISCO Call Centre Solutions
  • To provide professional technical support and troubleshooting for all issues received related to Cisco CC.
  • Resolve complex customer issues on Cisco CC and voice recording( NICE / Verint; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
  • Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Cisco CC products.
  • Provide status updates to CTS. Inform customer on technical progression, if/when required.
  • Provide Level 3 support in Run Phase for Cisco Call Centre products in the areas of:

Technical Support of CRM BU Presales team :

  • Contribution to High Level Design
  • Design Validation
  • BUILD Model Validation
  • RUN Model Validation
  • Estimation of deployment and operational costs

about you

  • Incident Management
  • Change Management
  • Availability Management
  • Release Management
  • Capacity Management
  • Trouble shooting and Developments on ICM, CVP IVR and UCCX scripting, Finesse, CCMP, CUIC, Live data reporting)
  • Lead Test of patches, new versions for all Call Centre solutions


Other details

Expected salary:

Location: Gurgaon, Haryana

Job date: Mon, 31 Aug 2020 07:14:29 GMT

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