Senior Contact Centre Specialist
Core
Deliver technical support and managed services for enterprise Contact Centre environments, ensuring service excellence and SLA performance.
Role type
Senior IC Contact Centre Specialist (Managed Services)
Builds
Enterprise Contact Centre platforms (CXone, Omilia, AWS)
Domain
Telecommunications / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Contact Centre design and implementation, Cloud platform expertise (AWS), Incident management, Troubleshooting, Technical documentation, ITIL service management
Preferred skills
API integrations, Voice biometrics, NLU technologies, JavaScript, Call flow design
Technologies
CXone, Omilia, AWS (ECR, EKS, EC2, S3, VPC, WAF, CloudWatch, Lambda), Cisco, Avaya, NICE, Calabrio, Verint
Responsibilities
Deliver managed services support for enterprise Contact Centre platforms, Take ownership of technical incidents and service requests, Collaborate with customers and vendors to manage incidents and changes, Support delivery of changes and upgrades, Create and maintain technical documentation, Act as a trusted technical advisor
Seniority
Senior, hands-on IC
