Vacancy expired!
Job Description: We seek a resourceful Telecom Engineer to support our NICE InContact Contact Center as a Service (CCaaS) Global Contact Center environment and assist with the migration to the NICE cloud environment. The ideal candidate will have previous experience in supporting a complex global contact center environment with proven ability to ensure high levels of availability. Knowledge and experience with Avaya Contact Centers, and CCaaS a plus. Must have a customer service frame-of-mind, enjoy working in a fast paced, team-oriented environment, and have good organizational and communication skills. Self-motivated, flexible, and able to occasionally work under pressure is key to this role. Some off-hours and weekend support are periodically required. Responsibilities:
- Responsible for daily operations and performance of a centralized legacy global NICE InContact cloud environment.
- Work with a team of engineers building, configuring, implementing, and supporting the move from on-prem to CCaaS solutions across Gap global enterprise.
- Troubleshooting all aspects of CCaaS suite - call routing, recording, WFM, and analytics.
- Ability to participate in cross-functional teams and ability to work effectively in a geographically dispersed team.
- Prepare and maintain documentation of contact center CCaaS environment.
- Research, evaluate and integrate new technologies to improve performance, efficiency, and reliability of call center environment.
- Collaborate with internal customers in order to analyze their business requirements and offer comprehensive solutions utilizing current and potential Contact Center technologies.
- Assist in management of vendors in order to facilitate the support for products and service from vendor.
- Relevant Bachelor's degree or equivalent experience.
Vacancy expired!