Contact Center Specialist

Key accountabilities

• Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network
• Liaise with the other OBS groups to resolve contact center faults on the network.
• Log and track faults for voice customers and provide progress update reports until resolution
• Liaise with next level for fault escalation and resolution.
• To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed.
• To ensure the correct analysis and classification of each fault as it occurs on the network
• To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
• To accept Tickets and able to work with other groups and organization to resolve problem within set times.
• Any other tasks or projects relevant to job as assigned by the group manager
• Activate chronic procedures to next level and Service Managers as necessary

Knowledge and abilities

• Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal
• Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
• Knowledge on scripting of Voice XML, PHP & Java
• Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
• Cosmocom contact center knowledge would be added advantage
• Working experience on different dialogic crads and Voice Gateways used in CC.
• Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
• Experience on Windows 2000/2003 and Linux/Unix
• Knowledge on database (mysql, mssql& oracle) and SQL
• Qualified on Network, LAN/WAN topologies and protocols
• Ability to carefully plan and co-ordinate work according to a demanding time schedule
• Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Presentation/Report writing skills
• Excellent problem solving skills are necessary.
• Proactive, self motivated and determined attitude
• Flexibility in terms of working hours.
• English language proficiency required second/multiple international language(s) proficiency beneficial.

Education, qualifications, and certifications

• Engineering degree in telecommunication or Equivalent
• Formal certifications or trainings (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)

Experience

• Strong experience in telecommunications with 3-5 years technical
• Relevant experience should be 3-4 years