It Support Lead

3 weeks ago

India Everise Full time

Company Overview Join us on our mission to elevate customer experiences for people around the world As a member of the Everise family you will be part of a global experience company that believes in being people-first celebrating diversity and incubating innovation Our dedication to our purpose and people is being recognized by our employees and the industry Our 4 6 5 rating on Glassdoor and our shiny growing wall of Best Place to Work awards is a testament to our investment in our culture Through the power of diversity we celebrate all cultures for their uniqueness and strengths With 13 centers around the world and a robust work at home program we believe great things happen when we work with people who think differently from us Find a job you ll love today Maintenance and support for Cloud Based Omni Channel ACD platforms including CRM integration voice chat and other technologies Support Omni Channel ACD Contact Center current systems include but not limited to NICE IC - Omni Channels MAX Avaya - CM ACD C1 Conversations Verint Five 9 - Inbound outbound dialer with CRM Bright Pattern - Omni Channels CRM integrations with Zendesk and Salesforce Monitor the performance alarms efficiencies and provide recommendations for improvements Clearly document all work with systems and servers which you have responsibility Handle day to day administration of several client programs and systems Work with specified vendors as required to implement services resolve or escalate issues Assist the Team lead with planning upgrades design capacity monitoring advanced programming Work with the Business Development team and Client Services team on technology solutions Assist team lead to investigate and test new technologies to be deployed Available to work flexible schedules 7X24 On call 7X24X365 as required Other duties as assigned Qualifications Knowledge and experience with cloud-based Omni Channel ACD Contact Center solutions required Demonstrate experience in contact center omnichannel environment Understanding of VoIP and SIP technologies required Understanding of API and CRM technologies recommended Knowledge of with natural language technologies a plus Knowledge of AI and bot technologies a plus Ability to work on directed tasks and working within project requirements Certifications or training in required technologies a plus Experience with scripting languages and SQL a plus This is a full-time position Position may be for APAC daytime or ET daytime hours Nonstandard work hours evenings weekends on call may be required Attributes Dynamic and dependable Ability to work under high pressure Excellent interpersonal and communication skills Ability to communicate effectively in oral or written format Integrity and drive Energetic and Enthusiastic Prompt and fast paced If you ve got the skills to succeed and the motivation to make it happen we look forward to hearing from you

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