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Contact Center Senior Specialist

Location India, India
Posted 04-January-2022

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

about you

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)


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


Customer Services Operations



Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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