Contact Centre Specialist - Network Operations Centre
Core
Deliver high-quality managed services and technical support for a large government client's Cloud Contact Centre, handling escalated incidents and ensuring stability within a mature ITIL environment.
Role type
Senior IC Network Operations Centre (NOC) specialist
Builds
Cloud Contact Centre environments and service continuity for government clients
Domain
Telecommunications / Network Operations / Cloud Contact Centre
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ICT technical and operational background, troubleshooting, analytical thinking, ServiceNow proficiency, incident/problem/change management, SLA adherence, stakeholder engagement, technical documentation
Preferred skills
Cloud skills, knowledge of major CC platforms, awareness of emerging IP communications technologies
Responsibilities
Deliver technical support for Cloud Contact Centre environments, Update and maintain ServiceNow records, Execute complex MACs and after-hours changes, Collaborate with internal teams and vendors, Keep technical documentation current, Participate in service governance meetings
Seniority
Mid-Senior, hands-on IC