Senior Technical Specialist

2 days ago

Bengaluru, Karnataka, India beBeeTechnicalExpertise Full time ₹ 1,04,000 - ₹ 1,30,878

We are seeking an experienced professional to join our team as a Senior Technical Specialist.

The successful candidate will be responsible for providing advanced technical support and expertise to clients on cloud contact centre technologies, including Genesys PureCloud, NICE CX1, and Cisco Webex Contract Centre. They will also be expected to provide daily technical support to clients on these services, working closely with the Managed Customer Experience (MCX) team.

This is a hands-on role that requires a highly focused and committed work ethic, with a key focus on customer service. The successful candidate will ensure that clients are updated verbally and/or electronically while carrying out incident investigation or request fulfilment at Level 3.

Key Responsibilities
  • Provide advanced technical support and expertise to clients on cloud contact centre technologies.
  • Provide daily technical support to clients on these services, working closely with the MCX team.
  • Investigate third line support calls assigned and identify the root cause of incidents and problems.
  • Report and escalate issues to 3rd party vendors if necessary.
  • Conduct monthly random reviews of incidents and service requests, analyse and recommend improvement in quality.
  • Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.
  • Proactively identify opportunities for work optimization including opportunities for automation of work.
Required Skills and Qualifications
  • Excellent understanding of voice and on prem/cloud contact centres, including a detailed understanding of the devices that run them.
  • Excellent understanding and troubleshooting skills of networking & routing protocols including SIP, VOIP, Operator Connect.
  • Able to gather, interpret and present call quality metrics in a meaningful way.
  • Excellent understanding of call flows, auto attendants and call queues.
  • Excellent understanding of Contact Centre and monitoring tools.
What You'll Need To Succeed
  • Solid years of work experience.
  • Excellent working knowledge of ITIL processes.
  • Excellent experience working with vendors and/or 3rd parties.
  • High-Level of experience in Contact Centre technologies (Genesys PureCloud, with NICE CX1 and/or Cisco Webex Contact Centre-).
  • Good knowledge in Voice delivery (SBCs, Routing / networking, SIP, VoIP...).
  • Excellent communication skills - English spoken and written.
  • Excellent customer service skills.
Technical Requirements
  • Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
  • CCNP or equivalent certification.
  • Certifications relevant to the services provided.
We Offer
  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A competitive salary package.
  • Opportunities for career growth and advancement.

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