Technical Support
1 month ago
Must Have Skillsets (Mandatory)- Technical Expertise: Proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance.- Troubleshooting and Maintenance: Strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches.- System Configuration: Experience with IVR configuration and customization, and validating solution designs with system architects.- Cloud Platforms: Familiarity with AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker.- Communication Skills: Strong verbal and written communication skills, with the ability to collaborate effectively across teams.
Good to Have Skillsets (Optional)- Networking and Security: Knowledge of VOIP, SIP, messaging, carrier infrastructure, networking, and security.- Data Analysis: Experience in data analysis within contact center environments, including proficiency in data analysis tools like Excel, SQL, Power BI, and Tableau.- Automation: Knowledge of scripting languages such as Python and JavaScript for automation.- Industry Experience: Prior experience in the airline industry or working within high-volume contact centers.
Qualifications and Experience- Education: Bachelor’s degree in IT, Computer Science, or a related field.- Certifications: Genesys Certification or relevant training (Cloud or Engage preferred).- Experience: Proven experience in contact center technical support, data analysis, and cloud environments.- Professional Attributes: Strong analytical and problem-solving skills, ability to handle multiple priorities in a fast-paced environment, and a collaborative mindset for cross-functional work.
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