Contact Center L3

1 week ago

navi mumbai, India NICHESPACE IT SOLUTIONS PVT LTD Full time
1. Technical
a. Expert Level knowledge in Operating, Designing and Troubleshooting Cisco’s Contact Center Enterprise Systems b. Channel Experience across – Inbound Voice (IVR, Agent), Outbound Voice Dialer Campaigns, eMail and Web chat functions, Conversational IVRs, Reporting, Campaign Managers (like LCM,etc), Voice Recording, such as, NICE and Calabrio c. Clear understanding of the business functions and sensitivity of service availability for the business d. Hands on ability to troubleshoot system components by collecting platform logs, across various components in the call/interaction flow. e. Hands on capability to configure end to end components across CCE. f. Hands on experience with writing SQL Queries g. Drive RCA for all critical and recurring issues including cross vendor.
2. Business Management
a. Coordinate with the business unit leads to capture new or complex requirements, devising solutions that will ensure business goals are met. b. Customer Relationship Management c. For Moderate and Complex Changes, help prepare a project plan with key steps, milestones, dependencies, risks and success criteria. d. SLA Co-owner from a Technical end e. Change Management Co-owner. f. Stakeholder management g. CSAT and Customer Delight Owner h. Business Renewal and New Business for Cisco
3. Team Management
a. Excellent at interpersonal abilities b. Excellent Trainer to help elevate the technical team. c. Ability to identify, motivate and cultivate top talent from the team and market. d. Drive Technology Excellence and improve technology adoption (identify and add more features) e. Maintaining Top Talent and Competency buildout
4. Operations:
a. Incident and Escalation Co-Owner b. RCA Owner c. Co-owner for Vendor Management – Cisco’s partners, Technology providers etc d. CSAT and Customer Delight Owner e. OEM Issue Escalation and Remediation f. Identify Automation, Technology and Operations Excellence Opportunities g. Prepare, define – MoP and text business continuity plan for individual system component failure and/or Disaster Scenarios. Identify Gaps in Local or Geo-HA and keep customer/business informed of the pit falls. Where required, along with the customer identify remedies to keep lights on for such failures h. Ensure the system i. Drive operations Excellence by – i. Ensuring Industry, OEM and customer baselines are adhered to on a continuous basis, ensuring team maintains a clear list for ii. Maintenance of a Change Management, Incident Log book iii. Knowledge Base is constantly updated. iv. Software and Hardware Matrix is prepared, updated and available for use. v. Repository of Platform Backups are maintained at all times. vi. Record of System Patches by component and SW Repository of System Patches and base SW is maintained at all times. vii. Maintain repository of SW and HW Models, Counts, Location, Support Contracts, EoL and EoS Dates and other required details at all times. viii. Maintain and update all Design, As-Built and Test Documents as relevant operations ix. Conducting iterative reviews and revisions of design documentation.
Experience: Atleast 5 Years Hands-On Experience Cisco Contact Center Enterprise Solutions
Technology: Large Scale Cisco Contact Center Operations including Inbound Voice, Outbound Voice, Multi channel, Call Recording, WFM, Campaign Management, Digital Channels
Operating Days: Mon-Friday India Business Hours

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