Senior Administrator - Cisco Contact Center

Job Summary

The Senior Administrator in Support & Operations will play a critical role in delivering advanced technical support and effective troubleshooting for complex incidents within the Cisco Call Center environment. This position is pivotal in ensuring a seamless customer experience, enhancing operational efficiency, and maintaining high-quality standards in line with regulatory requirements.

Should have good hands-on experience in Amazon Connect \\\\r\\\\n• Experience on building BOTs and Automation applications.\\\\r\\\\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \\\\r\\\\n• Should have understanding of IVR building concepts.\\\\r\\\\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\\\\r\\\\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\\\\r\\\\n• Experience on SSO framework implementation like SAML and OAuth.\\\\r\\\\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\\\\r\\\\n• Experience in cloud watch logs analysis

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Company Policies In Daily Operations, Ensuring Compliance And Excellence In Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance And Knowledge.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Other Support Teams, Ensuring Seamless Operations And A Robust Security Posture.
5. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Proactively Mitigating Security Threats.

Should have good hands-on experience in Amazon Connect \r\n• Experience on building BOTs and Automation applications.\r\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \r\n• Should have understanding of IVR building concepts.\r\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\r\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\r\n• Experience on SSO framework implementation like SAML and OAuth.\r\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\r\n• Experience in cloud watch logs analysis

Skill Requirements

1. Advanced Proficiency In Cisco Call Center Technologies And Support Practices.
2. Strong Understanding Of Troubleshooting Methodologies And Root Cause Analysis.
3. Excellent Communication And Interpersonal Skills To Effectively Collaborate With Teams And Engage With Customers.
4. Familiarity With Quality Standards And Regulatory Requirements In The Support Domain.

hould have good hands-on experience in Amazon Connect \r\n• Experience on building BOTs and Automation applications.\r\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \r\n• Should have understanding of IVR building concepts.\r\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\r\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\r\n• Experience on SSO framework implementation like SAML and OAuth.\r\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\r\n• Experience in cloud watch logs analysis

Other Requirements

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.

Itil Foundation Certification Optional But Valuable:

Should have good hands-on experience in Amazon Connect \r\n• Experience on building BOTs and Automation applications.\r\n• Experience in services like AWS services such as AWS Lex, Amazon Polly, AWS Lambda, Amazon S3, NLP based call flows AWS chat, DynamoDB and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. \r\n• Should have understanding of IVR building concepts.\r\n• Good to have knowledge in building integrations across WFM, CRM, Unified Communications, and contact centers\r\n• Hands on experience developing or supporting multichannel customer journey in cloud solution\r\n• Experience on SSO framework implementation like SAML and OAuth.\r\n• Experience with Amazon Connect IVR Contact Flow, Security profile, ACD and Reporting Components.\r\n• Experience in cloud watch logs analysis