Analista N2 Contact Center Genesys o Avaya
Core
Provide Level 2 support for client Contact Center platforms including Genesys Cloud, Avaya, Verint/NICE, predictive dialers, and CTI, resolving incidents within SLA.
Role type
Senior IC Contact Center Support Engineer (N2)
Builds
Contact Center solutions for clients
Domain
Telecommunications / Contact Center
Required skills
Genesys Cloud Admin/Architect/Edge/WebRTC, Avaya Aura CM/SM/SMGR, SIP protocols, Wireshark, CTI/UMS flows, ServiceNow, ITIL, SLA management, TAC escalation
Preferred skills
Verint/NICE administration, Predictive Dialer rules, Campaign rules, Genesys Cloud Professional certification, Avaya certification, Verint certification, conversational English
Technologies
Genesys Cloud, Avaya Aura, Verint, NICE, ServiceNow, Wireshark, SIP, TLS
Responsibilities
Resolve Level 2 incidents for Contact Center platforms, adhere to SLA metrics, manage ticketing in ServiceNow, escalate issues to TAC
Seniority
Mid-Senior, hands-on IC
