Contact Centre Executive 12 Months
Job Location:
Monthly Salary:
Posted on:
15 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Key Responsibilities
- Provide L2/L3 support for enterprise Contact Centre applications and infrastructure.
- Monitor and maintain the availability and performance of Contact Centre systems.
- Manage incidents service requests problems and changes in accordance with ITIL best practices.
- Perform root cause analysis (RCA) and implement corrective and preventive actions for recurring issues.
- Troubleshoot and resolve issues related to IVR ACD CTI SIP/VoIP call routing and agent desktops.
- Coordinate with network telecom infrastructure and application teams to resolve complex production issues.
- Execute planned maintenance upgrades patches and configuration changes with minimal business impact.
- Ensure compliance with defined SLAs KPIs and operational procedures.
- Maintain technical documentation knowledge articles SOPs and operational runbooks.
- Participate in on-call support shift rotations and major incident management when required.
- Work closely with business users and vendors to ensure timely issue resolution and service improvements.
- Identify opportunities for automation and continuous service improvement.
Required Skills
- 45 years of experience supporting enterprise Contact Centre environments.
- Strong knowledge of ITIL processes (Incident Problem Change and Service Request Management).
- Experience with one or more contact centre platforms such as Cisco Genesys Avaya NICE CXone Amazon Connect or similar enterprise solutions.
- Good understanding of VoIP SIP IVR ACD CTI and call routing concepts.
- Experience with ITSM tools like ServiceNow Remedy or Jira.
- Strong troubleshooting communication and stakeholder management skills.
