Contact Center Support
5 days ago
**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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