Leuwint Technologies

Found in: Adzuna IN C2 - 1 week ago


MalaysiaOverseasInternational, IN Leuwint Technologies Full time

Job Description :


We are seeking a Contact Centre Support Specialist with extensive experience in IT, particularly focusing on Contact Centre applications within the banking/financial services sector. The ideal candidate will have a strong background in Avaya Contact Centre solutions and possess in-depth knowledge of 3-tier architecture applications.

- Provide Level 2 support for Contact Centre applications, including understanding application architecture and interfaces, resolving production issues, and performing impact analysis.

- Conduct proactive monitoring to detect system abnormalities and prevent potential issues before they occur.


- Perform application capacity planning, performance tuning, and participate in disaster recovery exercises.


- Communicate effectively with internal IT teams, business units, operations, and external vendors.


- Troubleshoot batch issues, identify root causes, and implement preventive measures to maintain SLA compliance.


- Administer and optimize Contact Centre systems to ensure optimal performance.


- Review technical and functional solutions, recommend optimizations, and ensure adherence to established standards.


- Provide timely updates and respond to queries from business stakeholders.


- Collaborate with project/enhancement teams to review and transition solutions for operational and Experience :


- Contact Centre applications : Interactive Voice Response (IVR), softphone applications, SMS Banking.


- Operating Systems : Unix/Linux, Windows.


- Databases : MS SQL, Oracle. Application


- Servers : IIS, WebLogic, WebSphere.


- Middleware : WebLogic, CD/SSH.


- Programming Languages: Java, C++, Shell Scripting, Windows Scripting.


- Bachelor's degree in Computer Science, Information Technology, or related field.


- Minimum 7 years of overall IT experience with at least 5 years focused on Contact Centre applications in the banking/financial services industry.


- Strong knowledge of Avaya Contact Centre solutions is preferred.


- Excellent troubleshooting skills, capacity planning, and performance tuning experience.


- Ability to work collaboratively in cross-functional teams and communicate effectively with stakeholders.

(ref:hirist.tech)
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