Job title: Contact Center Expert
Company: M/s. orange business services
- 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
- 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
Location: Gurgaon, Haryana
Job date: Mon, 31 Aug 2020 07:14:29 GMT
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