Contact Center Specialist

2 days ago

Gurgaon, Haryana, India Orange Business Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Job Description
  • Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network
  • Liaise with the other OBS groups to resolve contact center faults on the network
  • Log and track faults for voice customers and provide progress update reports until resolution
  • Liaise with next level for fault escalation and resolution
  • To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed
  • To ensure the correct analysis and classification of each fault as it occurs on the network
  • To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
  • To accept Tickets and able to work with other groups and organization to resolve problem within set times
  • Any other tasks or projects relevant to job as assigned by the group manager
  • Activate chronic procedures to next level and Service Managers as necessary

knowledge and abilities

  • Troubleshooting skills on Genesys Framework v76,v8x & Genesys Voice portal
  • Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
  • Knowledge on scripting of Voice XML, PHP & Java
  • Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
  • Cosmocom contact center knowledge would be added advantage
  • Working experience on different dialogic crads and Voice Gateways used in CC
  • Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
  • Experience on Windows 2000/2003 and Linux/Unix
  • Knowledge on database (mysql, mssql& oracle) and SQL
  • Qualified on Network, LAN/WAN topologies and protocols
  • Ability to carefully plan and co-ordinate work according to a demanding time schedule
  • Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
  • Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
  • Ability to work under pressure
  • Ability to deal with multiple tasks
  • Presentation/Report writing skills
  • Excellent problem solving skills are necessary
  • Proactive, self motivated and determined attitude
  • Flexibility in terms of working hours
  • English language proficiency required second/multiple international language(s) proficiency beneficial

Education, qualifications, and certifications

  • Engineering degree in telecommunication or Equivalent
  • Formal certifications or trainings (ie Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)

Experience

  • Strong experience in telecommunications with 3-5 years technical
  • Relevant experience should be 3-4 year

  • Cloud Contact Center Architect

    3 days ago

    Gurgaon, Haryana, India beBeeJob Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Solutions Architect RoleWe are seeking a skilled Solutions Architect to spearhead the design and development of cloud-based contact center solutions.Main Responsibilities:Support solution design and deliveryCollaborate with stakeholders to create innovative cloud-based contact center solutionsContribute to key areas such as Product Development, Data &...

  • Telephony and Contact Center Solutions Specialist

    7 days ago

    Gurgaon, Haryana, India beBeeExpert Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Expert Telephony and Contact Center Professional SoughtJob Summary:This is an exciting opportunity to join our organization as a highly skilled telephony and contact center professional. We are seeking an experienced individual to provide senior-level expertise in Genesys OnPrem and Amazon Connect.Key Responsibilities:Provide subject matter expertise on...

  • Solutions Consultant Manager – Contact Center

    3 weeks ago

    Gurgaon, Haryana, India Saaki Argus Averil Consulting Full time

    About our clientA leading BPSJob Title Solutions Consultant Manager Contact CenterLocation Pune Gurgaon BangaloreThe candidate will be required to contribute actively in the pre-sales cycle by Delivering research analysis focused on leading trends in the Business Process Outsourcing space for Contact Center Clients Identifying problem statements ...

  • Contact Center Manager

    2 days ago

    Gurgaon, Haryana, India Policybazaar Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobWe are looking for a results-driven Manager – Operations Sales to lead and optimize our contact center operations. The ideal candidate will be responsible for managing day-to-day sales operations, meeting targets, enhancing customer satisfaction, and ensuring seamless execution of business objectives. This role requires strong leadership,...

  • Exceutive Manager@Gurugram- COntact center

    2 days ago

    Gurgaon, Haryana, India Talentzq Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    10+ years of exp in contact center and hospitality industryLead, manage and monitor Sales, Stakeholder Management and Contact Centre Managing outbound, inbound and enrolment operationsStakeholder managementContact center management

  • Contact Center Senior Specialist

    2 days ago

    Gurgaon, Haryana, India Orange Business Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Description We are seeking a highly skilledContact Center Senior Specialistto provideoperational supportfor ourGenesys Cloud CX /Nice Cx One /Webex CCenvironment The ideal candidate will be responsible for ensuring the stability, performance, and continuous improvement of our cloud-based contact center platform This role involves troubleshooting...

  • Mgr - Contact Center Resource Planning 15h Left

    4 weeks ago

    Gurgaon, Haryana, India United Airlines Full time

    We have a wide variety of career opportunities around the world xe2x80x94 come find yours Contact CentersContact Centers assist customers with travel concerns administer refunds handle flight recovery conduct quality assurance checks and more Find your future at United Were reinventing what our industry looks like and what an airline can be from the...

  • Architect - Amazon Connect, Cloud, Contact Center, Gen AI

    3 days ago

    Gurgaon, Haryana, India Optum Full time

    Job DescriptionOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and...

  • Chief Manager/ Lead Airline Contact Centre

    2 days ago

    Gurgaon, Haryana, India Aviation Indeed™️ Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job PurposeAccountable for leading the daily operations of the Non-Voice customer interactions, ensuring exceptional customer service, optimizing operational efficiency, and driving continuous improvement initiatives. This role demands strong leadership, strategic vision, and deep expertise in product, processes and technologies.Champion a customer-centric...

  • Data Center Specialist

    22 hours ago

    Gurgaon, Haryana, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 25,00,000

    Job OpportunityAs a senior technical specialist, you will utilize your expertise to create and implement Data Center solutions. You will work collaboratively with colleagues, leading, mentoring, and ensuring project efforts are well-documented and delivered efficiently.Key Responsibilities:Conduct file and object data analysis and migration tasksPerform...