Job Details

ID #45951149
State California
City Santaclara
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Xoriant Corporation
Showed 2022-09-24
Date 2022-09-23
Deadline 2022-11-21
Category Et cetera
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Senior Contact Center Support Operations Specialist

California, Santaclara, 95050 Santaclara USA

Vacancy expired!

Job Title: Senior Support Operations Specialist

Location: Santa Clara, CA

Duration: Long Term

Job Description:

Responsibilities:Manage user configurations and change requests in both Salesforce and Genesys Cloud.Be a problem solver - Tackle issues that involve people, technology, and processes by using logic, common sense and data. Identify the root cause of a problem as opposed to focusing on the symptoms.Support Contact Center Solutions Architects in the implementation of new features and interaction capabilities.Perform analysis and diagnosis of Contact Center interaction flows and routing problems to assure that issues are properly and quickly resolved.Provide monthly metrics and reports for monthly business operations reviews.Coordinate the design, implementation and maintenance of Business Systems communications.Coach business units on successful use of Contact Center applications.Perform routine diagnostics and document test plans for system and service issues.Provide support for Incident Command and participate in an on-call rotation.Manage documentation on all methods and processes to prevent technical issues or service outages.

Skills: BS in a computer-related field, or equivalent CRM/Contact Center experience/certification3+ years of hands-on experience with Salesforce Service Cloud.3+ years of advanced knowledge of Contact Center platforms (Genesys Cloud a plus).Experience with WFM applications a strong plusUnderstanding of telephony and network protocols; WebRTC, MPLS, RTP, RTCP, DNS, DHCPHands on experience with voice applications; ACD, CTI, IVR, Messaging, Speech Recognition, Dialing, Voicemail, Recording and Monitoring

Vacancy expired!

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