Call Center Agent Specialist

Who are we

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services we unlock our customers innovative potential empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers migration to the cloud enable them to differentiate in the 5G era and digitalize and automate their operations. Listed on the NASDAQ Global Select Market Amdocs had revenue of $5.00 billion in fiscal 2024. For more information visit

At Amdocs our mission is to empower our employees to Live Amazing Do Amazing every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact fostering growth embracing flexibility and building connections we enable them to live meaningful lives while making a difference in the world.

In one sentence

The role involves handling technical and business-related incidents and service requests from customers/end-users by following and ensuring Service Level Agreements (SLAs) are met. This position requires skills in quantitative analysis.

What will your job look like

• Prioritize plan and assign tasks to team members based on ability/focus for the day (basically do work allocation on daily basis).
• Guide team to resolve technical issues and manage their queries related to production/ operations.
• Ensure that staff takes ownership of operational issues be proactive when dealing with user issues and track the status of activities managed by the team.
• Ensure that metrics such as KPIs and SLAs that are set for the unit are met.
• Respond to enquiries from customers and help resolve their problems (deal with escalations)
• Take care of people management issues such as HR issues of team members conduct regular one-on-one meetings and performance management manage employee grievances promote team engagement to improve employee motivation and teamwork.
• Proactively identify automation areas and best Practices initiatives. Serve as client liaison and first level of escalation.
• Ensure compliance with various audit processes such as ISO/SAS/SOX/SSAE16/client-requested audits and so on.
• Responsible for knowledge management executing training plans technical coaching and mentoring.
• Guide and assist team to identify and analyzeproduction issues track recurring issues identify ways to prevent them or suggest a permanent fix.

The role also includes hands-on work as an analyst whenever required guiding and assisting teams in problem resolution providing technical coaching mentoring and knowledge management.

All you need is...

• Bachelors degree in Industrial Engineering/ System Analysis or equivalent
• 6 years of relevant IT industry experience
• Excellent communication skills and ability to respond to customer queries in a timely manner.
• Good hands-on technical knowledge (SQL Troubleshooting)
• Client facing
• Excellent domain knowledge in incident handling production management and audit processes
• Experience in a complex global matrix organization working across multiple time zones
• Experience in working in ambiguous situations working under pressure and flexible work hours
• Production-oriented with a sense of urgency and sensitive to production requirements.
• Ability to work independently within clearly defined parameters and accordingly take decisions
• Ability to adapt to different situations with a sense of ownership & accountability
• MS Office should have good presentation skills and command over Excel
• Good typing speed of 40 words per minute

Why you will love this job:

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development

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