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Contact Center Specialist

2 months ago

chennai, India CBTS Full time

Technology, Must Have:

Administration of any Tier 1 Contact Center solution (in order of importance):

  • Cisco Webex Contact Center
  • Five9 Virtual Contact Center
  • Cisco Contact Center Express

Technology, Nice to Have:

Administration of secondary Contact Center Solution

  • Calabrio Workforce Management
  • SIP Messaging
  • Webex Calling
  • Cisco Call Manager

Development experience in any of the technologies listed above.

Common Operational Tasks:

  • Resolve common user issues

a. Add, Change, and Remove Users

b. Log on

c. Connectivity

  • Configuration changes

a. Hours of operation

b. Greeting Text to Speech Changes

c. Call flow changes

  • Voice Connectivity Delivery Triage

a. Escalation to Voice team with proper call examples.

b. Provision new phone numbers