Job description:

Expert level understanding of Contact Center Components, solutions, Call flow and Integrations.
Excellent understanding in Workforce Optimization solutions like Quality Management, Workforce Management, Analytics and Reporting. (Calabrio/Verint/NICE/Zoom etc.)
Strong Experience with standard Call recording technologies
Strong Experience with Contact Center Solution Integrations with Workforce Optimization suites. (Calabrio/Verint/NICE/Zoom etc.)
Experience in monitoring and mentoring of L1/L2 teams and handling L3 level escalations in Calabrio WFO solutions.
Experience in training BAU Team on learnings, case studies and other solutions.
Experience in handling Severity 1 situations, troubleshoot on-call with Customer to resolve the issue and articulate the RCA.
Provide Level 3 support to Operations and Delivery to drive incident resolution.
Provide Recommendations to improve Contact Center platform stability.
Perform Sizing and Capacity management of Calabrio WFO Solutions.
Define Reporting, Monitoring and Alarming requirements according to best practices.
Analyzing the Patches released for WFO related components.
Consult on high severity incidents and complex work orders.
Analyzing and assisting with planning and implementation of WFO suit upgrades, patches, and enhancements.
Should be ready to work in 24/7 business support environment.

WFO Solutions skills:
Quality Management - Calabrio/Verint/NICE/Zoom (All versions)
Workforce Management - Calabrio/Verint/NICE/Zoom (All versions)
Analytics - Calabrio/Verint/NICE/Zoom (All versions)


Professional Skill Requirements

Ability to work in large teams and manage project milestones.
Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
Consult on preventive maintenance activities to ensure platform stability.
Identify opportunities to drive platform efficiencies.
Proactively manage platform and component life cycle to ensure stability and interoperability (at points of integration)
Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
Performs advanced troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.
Initiates network improvement recommendations based upon experiences in Contact Center
Performs Root Cause Analysis & Track and update key performance metrics.
Act as a point of contact for all service delivery issues/ pending work/ escalations
Provide team support and process improvements through individual contributions.
Maintain and Update Knowledge Base and documentation & initiate and implement processes improvements.
Perform change management in accordance with change management procedures.
Excellent communication and conversation skills (Verbal and Written), Strong analytical and problem-solving skills.
Should be aware of ITIL process.

Basic Qualifications
Bachelor s degree in related field or equivalent experience
Minimum of 8-10 years of experience

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & manage