Contact Center Support

3 days ago

Mississauga, Canada Atlantis IT group Full time

**Job Title
- Contact Center Support**

**Location
- Scarborough /Mississauga**

**Duration
- Long Term**

**Skills**:Experience in supporting contact centre technologies for on-premise and/or cloud or hybrid

Hands on genesys inbound, routing, reporting, outbound, TServer, URS

Working experience with Genesys CTI/Routing and/or Agent Desktop, NICE IEX WFM, Nuance Voice bio, Aspect, Verint or similar product

Support upgrades/code-mod/hot fixes

Ability to debug and optimize code and to automate routine tasks.

Maintain services once they are live by measuring and monitoring availability, latency and overall system health.

There can call-in to do off-hours support for the incidents and change deployment

Working ability in agile and 24x7 running production environment

**Good To have**:
Troubleshooting experience in SIP environment

Genesys and ITIL certifications

Previous working experience with a financial institution, technology manufacturer or service provider preferred

Active Business Critical Participation and leading for Contact Centre Application incidents

Project oversight and ensure operational readiness is in place

Management of all related incidents and update the required incident management tool

Identify service improvement opportunities within contact centre technology domain

Work on problem tickets to drive the RCA with vendor and internal teams

Develop and communicate trending and analysis of service metrics reporting against set targets

Thanks & Regards,

Harshaja

Apptoza Inc.

Phone#:
647-953-1625

Mobile#:(762) 309-8868

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