Contact Center Specialist

3 - 5 years

12 - 13 Lacs

Posted:2 days ago| Platform: Naukri logo

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Work Mode

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Job Type

Full Time

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, mssqloracle) 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 years

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Orange Business Services

Telecommunications / IT Services

Paris

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