Technical Support
2 weeks ago
Must Have Skillsets (Mandatory) - Technical Expertise: Proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance. - Troubleshooting and Maintenance: Strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches. - System Configuration: Experience with IVR configuration and customization, and validating solution designs with system architects. - Cloud Platforms: Familiarity with AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker. - Communication Skills: Strong verbal and written communication skills, with the ability to collaborate effectively across teams.
Good to Have Skillsets (Optional) - Networking and Security: Knowledge of VOIP, SIP, messaging, carrier infrastructure, networking, and security. - Data Analysis: Experience in data analysis within contact center environments, including proficiency in data analysis tools like Excel, SQL, Power BI, and Tableau. - Automation: Knowledge of scripting languages such as Python and JavaScript for automation. - Industry Experience: Prior experience in the airline industry or working within high-volume contact centers.
Qualifications and Experience - Education: Bachelor's degree in IT, Computer Science, or a related field. - Certifications: Genesys Certification or relevant training (Cloud or Engage preferred). - Experience: Proven experience in contact center technical support, data analysis, and cloud environments. - Professional Attributes: Strong analytical and problem-solving skills, ability to handle multiple priorities in a fast-paced environment, and a collaborative mindset for cross-functional work.
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Technical Support
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Technical support
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