Associate

2 days ago


Nagpur Maharashtra, India HCL Technologies Full time

**Associate**:

- Nagpur
- 2.5-5 Years
- INDIA

**Job Description (Posting).**
- Understanding of Contact Center Components, solutions, Call flow and Integrations.
Understanding in Workforce Optimization solutions like Quality Management, Workforce Management, Analytics and Reporting. (Calabrio/Verint/NICE/Zoom etc.)
Understanding with standard Call recording technologies
Experience with Contact Center Solution Integrations with Workforce Optimization suites. (Calabrio/Verint/NICE/Zoom etc.)
Managing and executing day-to-day MACD Changes.
Understanding of Cisco Contact Center functionalities and features.
Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and prepare the RCA.
Troubleshooting issues based on the Monitoring and Alerting mechanisms defined in the WFO solution. (Calabrio/Verint/NICE/Zoom etc.)
Deploying WFO Solution upgrades, patches, and enhancements based on the design and requirements.
Performs advanced troubleshooting activities encompassing system design issues, upgrade plans, creation of technical pr (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

**Qualification**
- B-Tech

**No. of Positions**
- 1

**Skill (Primary)**
- Cisco (APPS)-Cisco Contact Center Architecture/Sol.Cisco Hosted Collaboration Solution

**Auto req ID**
- 1509982BR



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